Technical Business Analyst

About the role

The Technical Business Analyst owns the optimization of the Coates Technical Support organization's operational efficiency from end to end. This role serves as the critical bridge between technical teams and business stakeholders to ensure solutions are delivered effectively and aligned with strategic objectives. You will manage and refine key tools that drive support operations, ensuring they evolve with the changing needs of the business. The position demands a meticulous approach to process documentation so that workflows are transparent, repeatable, and scalable for global teams. You will collaborate daily with cross-functional partners to identify gaps, define requirements, and shepherd improvements from concept to implementation. This role is responsible for maintaining the integrity of data and processes that underpin our industry-leading support and technology solutions. Ultimately, you will ensure that our technical support organization operates at peak performance, delivering seamless experiences for both internal and external customers.

Key facts

What you'll do

Investigate and analyze existing technical support workflows to uncover inefficiencies and opportunities for improvement.

Serve as the primary liaison between technical teams and business stakeholders to translate complex requirements into clear, actionable items.

Own the administration and optimization of critical support tools to ensure they meet evolving business needs.

Develop and maintain detailed process documentation that captures workflows, standards, and best practices for ongoing reference.

Collaborate with cross-functional partners to design and implement process improvements that enhance support delivery.

Monitor key performance indicators to measure the success of implemented changes and identify further areas for refinement.

Gather and evaluate user feedback to guide iterative improvements in tools and workflows.

Ensure all process documentation remains current and accessible to support continuous operational excellence.

Facilitate workshops and discovery sessions to gather requirements and align on project objectives with stakeholders.

Champion the use of data to drive decision-making and validate the impact of process improvements over time.

Partner with technical teams to ensure solutions are feasible, scalable, and aligned with support strategies.

Lead initiatives to streamline operations, reduce friction, and improve the overall efficiency of the support organization.

Act as a subject matter expert on support processes and tools, providing guidance to internal teams.

Drive standardization of documentation and procedures to ensure consistency across global support functions.

Requirements

You must possess a Bachelor's degree in Business, Information Technology, or a related field.

You must have a minimum of 3 years of experience in a business analysis or technical analysis role.

You must demonstrate a proven track record of working with complex software tools and systems.

You must have strong written and verbal communication skills to effectively collaborate with diverse stakeholders.

You must be comfortable working in a fast-paced, dynamic environment where priorities can shift quickly.

You must have experience creating and maintaining process documentation and workflow diagrams.

You must have a solid understanding of technical concepts and the ability to grasp new technologies quickly.

You must be able to manage multiple projects simultaneously while maintaining a high level of attention to detail.

Nice to have

Experience in the Quick Service Restaurant or retail technology sectors is preferred.

Familiarity with digital signage platforms and content management systems is a plus.

Knowledge of hardware deployment strategies and large-scale technology rollouts is preferred.

Experience with data analysis tools and reporting dashboards is a plus.

Understanding of agile methodologies and collaborative work frameworks is preferred.

Practical notes

This is a full-time position based in Chicago, IL.

Standard work hours apply.

Visa sponsorship may be considered for qualified candidates.

Candidates must be authorized to work in the United States.

Travel is not required for this role.

This position is eligible for consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or other status protected by applicable law.