Business Systems Analyst

Austin, TX
  • Job Code


Posted: Sep 26, 2019

Weekly Hours: 40

Role Number: 200103499

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it

AppleCare Service Operations is looking for an Analyst to support responsibilities in our Repairs specialty operations team. This role is an opportunity for a self-driven individual to utilize his or her business acumen, enhance process knowledge, and apply analytical skills to deliver creative, valuable solutions to the Operations team. You will be responsible for process management and administrative tasks related to repairs with a primary focus on analysis of AppleCare repairs processes and systems. This position will require a high degree of collaborative effort and working with other departments. This candidate is expected to operate with a high degree of initiative, creativity and leadership within division or department policy guidelines using independent judgment in achieving assigned objectives

You play a key role in producing measurable improvements for the Speciality Operations team, by preserving the customer experience, identifying solutions and mitigating risks using automation. This will be achieved through process mapping, root cause analysis, resolution recommendations, execution of operational strategies, and providing data-driven models to support the decision-making process. The Repairs Business Systems Analyst will also be expected to contribute to the development of tools in an effort to empower Specialty Operations with adaptability and fuel the evolution of the business through scalable solutions

Key Qualifications

  • 3-5 years of comparable work experience
  • Strong experience with SAP preferred
  • Strong to advanced knowledge of Excel
  • SQL experience is a plus
  • Strong experience in reporting, data mining, and ad hoc analysis
  • Strong written and verbal communication skills
  • Adaptive and flexible to changing technologies, process and environments
  • Make decisions with minimal supervision
  • Excellent teammate, reliable and dependable
  • Strong leadership skills & project management experience a plus
  • Exemplary professional demeanor, resourcefulness, flexibility, and self-motivation
  • Ability to maintain a positive attitude in high stress/fast paced work environment
  • Ability to work non-standard business hours such as evenings or weekends as required


You will achieve and maintain a comprehensive understanding of AppleCare business, transaction handling, procedures, and systems. Examine and analyze transactions and case history to resolve refund issues and critical issues. Make sound decisions based on a mixture of analysis, experience, and judgment; dedicatedly seek out expertise to assist in sound decisions. Identify potential problems by monitoring trends in transaction errors or through analysis of reporting

You will isolate and identify gaps and errors in system functionality as it relates to business process and programs. Work cross functionally with other Apple departments to ensure business needs are addressed. Provide data as required by management for periodic status reporting. Meet minimum team standards and understand the goals of the entire organization and actively participate in achievement of those goals. You will establish, document, stage and transition processes as needed

You will ensure seamless implementation of new processes and procedures by validating completeness of training materials and process documents. Accurately scope out length and difficulty of tasks, and components of projects. Break work down into the process steps, anticipating and adjusting for problems and roadblocks. Recognize and act on opportunities for automation, integration and standardization of global processes. Also, participate in user acceptance testing

Education & Experience

BA/BS degree or equivalent experience required

Additional Requirements

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Business Systems Analyst

Apple, Inc.
Austin, TX

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