Post-Sales Service Delivery Process Design Analyst

* United States of America - North Carolina - Morrisville

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About the Position

We are seeking a Post-Sales Service Delivery Analyst to support and optimize post-sales service fulfillment operations. This role focuses on analyzing after-sales service delivery processes, driving continuous improvement, and translating business needs into implementable requirements across Microsoft Dynamics 365 and related enterprise systems. This position is based in Morrisville, NC, and works closely with China-based teams. The ideal candidate is comfortable working in a global, cross-time-zone environment.

Key Responsibilities

Post-Sales Service Business Analysis

• Develop a deep understanding of post-sales service delivery and fulfillment processes, including service execution, entitlement, support operations, and customer-facing service scenarios.
• Partner closely with global service, operations, and business teams to gather and clarify requirements through interviews, workshops, and operational observations.
• Identify business pain points, inefficiencies, and unmet needs across after-sales service delivery.
• Produce clear, structured, and actionable business and functional requirement documentation that supports system implementation and service improvement initiatives.

• Analyze existing after-sales service processes and assess their effectiveness, scalability, and alignment with target operating models.
• Identify gaps between current practices and desired service outcomes.
• Propose optimized process designs by combining business objectives, industry best practices, and system capabilities.
• Support initiatives to improve service efficiency, service quality, and customer experience.

Business-to-System Requirement Translation

• Translate service delivery and operational requirements into system-ready functional requirements that can be implemented in Microsoft Dynamics 365 and other integrated systems.
• Work closely with solution architects, developers, and implementation teams to ensure business intent is accurately reflected in system design and delivery.
• Act as a bridge between business and technical teams, resolving requirement ambiguities and ensuring alignment across stakeholders.

Global Collaboration & Stakeholder Communication

• Collaborate closely with US and China-based teams and other global stakeholders on service analysis, process alignment, and system initiatives.
• Participate in cross-region discussions and workshops to ensure shared understanding of service requirements and delivery models.
• Support effective collaboration across time zones to drive consistent service outcomes globally.
• Collect feedback from service and business users after solution rollout.
• Evaluate whether implemented solutions meet service delivery objectives.
• Drive continuous improvement by refining requirements, processes, and system usage based on real operational feedback.

Basic Qualifications

• Bachelor’s degree in Business Administration, Marketing, Information Technology, or related field
• 5+ years of Experience with Post-Sales Support Services in a global setting

Preferred Qualifications

• 8+ years of experience in business analysis, service operations analysis, or service delivery optimization as a part of a global team.
• Solid understanding of post-sales service fulfillment and delivery processes.
• Hands-on experience working with Microsoft Dynamics 365 (Service, Field Service, or related modules) as a business or functional analyst.
• Ability to analyze complex service processes and translate them into clear, actionable requirements.
• Demonstrated experience implementing new and improving business processes.
• Structured thinking, strong problem-solving skills, and attention to detail.
• Ability to work effectively in cross-functional and cross-cultural teams.
• Exceptional communication and leadership skills.
• Ability to work collaboratively with…