Role Statement:
The Performance & Quality Senior Analyst ensures work is efficiently prioritized, planned, and delivered across the ERP Tech Factory (ERP Core Customization, Custom Application Development & APEX, ERP Operational Reporting, and Test Automation Factory).
The role owns intake demand management and capacity planning—ensuring requests are transparently prioritized, sized, and allocated against available capacity in a predictable cadence. In parallel, the Analyst drives process standardization, quality assurance, and continuous improvement, embedding repeatable practices and quality checkpoints across the full delivery lifecycle.
As a member of the Tech Factory Lead's staff, the role provides executive visibility into throughput, performance, and quality trends—enabling data-driven decisions on prioritization, resourcing, and delivery optimization.
Key Duties
Intake Demand Management
• Own and manage the intake process for new requests (enhancements, fixes, test, reporting needs) across the four Tech Factory pods.
• Define and maintain intake criteria, templates, and qualification checkpoints to ensure completeness and readiness of incoming demand.
• Oversee and ensure that requests are triaged and routed to the appropriate pillar/team based on scope, complexity, and priority.
• Maintain a consolidated demand backlog, ensuring visibility and traceability from intake to delivery.
Capacity Planning & Resource Allocation
• Build and maintain capacity planning across ERP core customization, Custom application development & APEX, ERP Operating Reporting and Test Automation Factory Pods.
• Monitor team utilization and forecast capacity against incoming demand, flagging bottlenecks or over/under-allocation.
• Support the Tech Factory Lead in balancing internal vs external resources and in sequencing the delivery roadmap.
• Provide scenario planning (what-if analysis) to support prioritization decisions during planning cycles.
Process Standardization & Repeatability
• Design, document, and maintain standardized workflows and delivery processes across the Tech Factory to ensure consistency and repeatability.
• Identify variability and inefficiencies in current processes, proposing streamlined, repeatable alternatives.
• Define and roll out quality checkpoints/gates across the delivery lifecycle (design, build, test, release), in alignment with the Tech Factory Lead.
Performance & Quality Monitoring
• Define, track, and report key performance and quality metrics across the Tech Factory (e.g. throughput, cycle time, delivery predictability, defect rates, and conversion of requests to delivery).
• Analyze trends and patterns to identify systemic issues, recurring bottlenecks, or quality risks.[NS1.1]
• Produce regular dashboards/reports for the Tech Factory Lead and stakeholders, highlighting performance against targets.
Continuous Improvement & Governance
• Recommend continuous improvement initiatives based on data insights, for review and validation by the Tech Factory Lead.
• Partner with Tech Factory Pods to embed best practices and process discipline.
• Maintain process documentation, playbooks, and knowledge assets to support onboarding and consistency across teams.
• Support governance activities by preparing structured inputs and materials for the Weekly Tech Operations Sync, Release & Technical Alignment meetings, and Monthly Platform Review
• Promote a culture of predictability, transparency, and continuous improvement within the Tech Factory, under the guidance of the Tech Factory Lead.
Qualification and Experience
Required:
• 3–5 years of experience in a demand/capacity planning, process improvement, PMO, or business/process analyst role, ideally within an IT or ERP delivery environment.
• Proven experience designing and managing intake processes and capacity planning frameworks.
• Strong analytical skills, with the ability to translate operational data into actionable insights.
• Experience defining and tracking performance/quality KPIs and building reporting dashboards.
• Experience in software/ERP delivery lifecycles (development, testing, release management).
• Strong process-orientation, structured problem-solving, and stakeholder communication skills.
Preferred:
• Experience working in Follow-the-Sun or shift-based global support models.
• Experience in Agile/Lean methodologies and continuous improvement frameworks (e.g., Kaizen, Six Sigma).
• Experience with planning/reporting tools (e.g. ServiceNow, Power BI, or similar).
• Familiarity with ITIL-aligned incident management frameworks and tools (ServiceNow).
• Background in ERP support environments within manufacturing or industrial organizations.
• Knowledge of continuous improvement methodologies.
Key Performance Indicators
• Intake-to-delivery cycle time
• Forecast accuracy of capacity planning vs. actual utilization
• Delivery predictability rate (planned vs. actual delivery dates)
• Process adherence/compliance rate across the Tech Factory
• Reduction in process variability/rework rate
The successful candidate will embrace Vertiv’s Core Principles & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.
OUR STRATEGIC PRIORITIES
• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength
VERTIV BEHAVIORS
• Own it
• Act with urgency
• Foster a customer-first mindset
• Think big and execute
• Lead by example
• Drive continuous improvement
• Learn and seek out development
• Promote transparent & open communication
About Vertiv
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.
Equal Opportunity Employer
Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected]
