IT Business Partner Service & Warranty

Requirement Details: Position: IT Business Partner — Service & Warranty

Job Type: W2 Contract

Duration : 6+ Months

Location: Troy, Michigan (corporate headquarters), with occasional travel to stores and service locations

Description

Business area served: Post-sale service, warranty, and customer care across Champion’s businesses.

Core systems: REGI (legacy service functionality, being replaced), Salesforce (customer relationship foundation), and the business-unit tools and manual processes the future-state capability will replace.

Position Summary

The Service & Warranty IT Business Partner is the dedicated partner for post-sale service and warranty — the part of the customer journey after the home is sold. Today, service and warranty work is supported unevenly across systems, and the future-state service capability is being defined. This partner documents how service and warranty actually run across the businesses and owns the requirements that shape what gets built — so the capability is designed from documented business need, not assumption.

Key Responsibilities

• Serve as the single point of contact between Service & Warranty and IT — the front door for demand from the area into IT delivery, and the standing voice of the area inside IT.
• Bring the art of the possible to requirements conversations — working knowledge of the area’s core systems, so the business sees what existing platforms can already do before new build is assumed.
• Elicit business requirements through workshops, interviews, and direct process observation, and capture them in the requirements toolset (Azure DevOps) with traceability from need to build to test.
• Map current-state business processes and define future-state processes with the business ahead of any build, so programs start from agreed scope rather than assumptions.
• Manage requirements through their life cycle — prioritization, change control, and formal business sign-off before build begins.
• Write requirements and acceptance criteria that are clear, testable, and buildable, and plan and support user acceptance testing with named business testers and recorded sign-off.
• Own business readiness for what ships — training coordination, adoption support, and post-go-live evaluation of whether the solution delivers the value intended.
• Help the area’s leadership shape and prioritize demand — keep a rolling view of what IT has in flight for the area, what comes next, and what it will take.
• Document current service and warranty processes across Champion’s businesses — claims, scheduling, dispatch, and post-sale customer care — including where work is manual or split across systems Today.
• Own future-state requirements as the service capability is defined.
• Carry warranty data and reporting requirements — claims visibility, cost, and quality feedback into operations.
• Work with the Retail and Operations IT Business Partners where service journeys cross store and plant boundaries.

Required Qualifications

• Bachelor’s degree in Business, Information Technology, or a related field.
• Minimum 5 years of business analysis experience on enterprise system implementations or major process-change programs.
• Demonstrated elicitation and documentation skill — requirements workshops, interviews, and process observation with business users at every level.
• Experience with process mapping and current-state to future-state definition.
• Experience managing requirements in a tracked toolset (Azure DevOps, Jira, or equivalent) with traceability and sign-off.
• Experience planning and supporting user acceptance testing with business testers.
• Working knowledge, at a super-user level or better, of at least one core system in this area (or a direct equivalent) — enough to speak to what the system can do when shaping requirements with the business.
• Experience supporting service, warranty, or field-service processes and the systems behind them.

Preferred Qualifications

• IIBA certification — CCBA or CBAP — or PMI Professional in Business Analysis (PMI- PBA).
• BRM Institute training or certification (BRMP) for the business-partner dimension of the role.
• Hands-on experience with service management or warranty platforms and case-management workflows.
• Experience in a multi-site manufacturing, distribution, or retail company.

Skills and Competencies

• Elicitation and facilitation — draws out what the business actually needs, not just what it asks for.
• Written clarity — writes requirements a developer can build from and a tester can test against.
• Process thinking — sees the workflow behind the request and the exceptions behind the workflow.
• Stakeholder trust — becomes the person the business area calls first.
• Prioritization judgment — helps the business sequence what matters against what is possible.
• Ownership through adoption — stays with the work through testing, training, and go-live, not just documentation.

Success Metrics

• Requirements for Service & Warranty are clear, documented, and agreed before build starts.
• The business area treats this partner as its first call into IT.
• User acceptance testing runs with named business testers and recorded sign-off on every release that touches the area.
• Fewer late-stage surprises and fewer post-go-live changes traced to missed requirements.
• Adoption is measured and owned — the area uses what ships.