At TDW we put people first - that means working everyday to ensure the pipelines that run through our communities are operating safely and reliably. What sets us apart is our expertise, experience and commitment.
Each day we dedicate ourselves to treating each other, our customers and our community with care and respect.
Position Summary
The Business Systems Analyst II is a mid-level business systems role responsible for supporting assigned enterprise applications, analyzing business and system issues, documenting requirements, assisting with system configuration, and participating in project execution. The role serves as a liaison between business users and IT, providing application support, incident resolution, functional analysis, testing assistance, and customer communication for assigned business systems. The role operates with moderate independence while escalating complex design, integration, or enterprise process decisions to senior analysts, solution owners, or management.
Key Responsibilities
Business Analysis and Requirements Support
Work with business users, key users, functional leads, and IT team members to understand business needs and translate them into documented business, functional, and system requirements.
- Assist with documenting current-state and future-state business processes, business/system gaps, requested enhancements, test scenarios, and user acceptance criteria.
- Evaluate assigned application functionality and how it supports business processes; escalate complex process or architecture questions as appropriate.
Application Support and Customer Care
- Provide day-to-day application support for assigned technology solutions, including incident resolution, problem analysis, service restoration, and general system administration.
- Communicate with customers regarding system status, scheduled maintenance, downtime, service interruptions, and system changes.
- Maintain a high level of customer service while supporting business units, functional areas, and global locations.
Project Execution
- Participate in project execution and implementation activities as assigned by IT management.
- Assist with testing, issue tracking, data validation, user documentation, implementation support, and post-go-live stabilization.
- Support continuous improvement by identifying recurring system issues, common user pain points, process inefficiencies, and opportunities to improve supportability or usability.
Technical and Functional Support
- Apply general knowledge of enterprise applications, Microsoft technology platforms, databases, and application integrations to troubleshoot assigned systems.
- Support Microsoft Dynamics CRM, ERP, or comparable enterprise systems, including setup, configuration, troubleshooting, and integration-related issue resolution where applicable.
- Use SQL or reporting tools at a basic-to-intermediate level to research data issues, validate results, and support testing where appropriate.
Required Qualifications
- Bachelor’s or Associate degree in Information Systems, Management Information Systems, Business, Computer Science, or related field; equivalent demonstrated experience may be considered.
- Typical experience: 3–5 years in business systems, application support, business analysis, or related IT roles.
- General knowledge of database development and management, preferably Microsoft SQL.
- General understanding of enterprise applications hosted on internal or enterprise infrastructure.
- Strong communication, interpersonal, analytical, and customer-service skills.
- Ability to work with users and IT team members across levels, functions, and locations.
- Ability to participate in on-call support for system failures or issues that may interrupt system operations.
- Demonstrated expertise of Microsoft Dynamics 365 Finance & Operations (D365 F&O) with extensive experience supporting and optimizing business processes within Manufacturing, Supply Chain, and Warehouse Operations.
- Advanced knowledge of Master Planning, Production Control and Production Planning, Inventory Management and Advanced Warehouse Management (WMS).
- Experience working directly within manufacturing, planning, inventory, warehouse, or supply chain operations, with a practical understanding of day-to-day business challenges and decision-making processes.
Scope and Impact
Supports enterprise technology solutions used across business units, functional areas, and international locations. The role contributes to issue resolution, service restoration, requirements documentation, testing, and implementation activities that help maintain reliable business systems and effective customer service.
Role Differentiation
Dimension
Expected Level Distinction
Primary focus
Application support, requirements documentation, incident resolution, testing support, customer communication, and project participation.
Independence
Works independently on routine-to-moderately complex assignments; receives guidance on complex business process, solution design, or architecture questions.
Leadership expectation
Individual contributor; may assist peers but is not expected to lead major workstreams or mentor the analyst community.
Progression marker
Ready for Level III when consistently leading complex analysis, coordinating business reviews, and guiding delivery activities with less oversight.
General Expectations
- Actively support Corporate HSE philosophies, policies, and procedures.
- Follow applicable quality system requirements and support standard work, documentation, and continuous improvement expectations.
- Protect confidential company, customer, employee, and system information.
- Perform other duties as assigned to support business needs and technology service delivery.
Note: This position description is intended to provide sufficient information to support role evaluation and is not an exhaustive list of all work requirements that may be inherent in the position.
