Business Analyst II, Vendor , OTS-GSP-TOPS

Description
Technology Operations & Partner Services (TOPS) manages $27M+ in annual vendor spend across 12+ technology service vendors and processes across 30K annual contacts that support Worldwide Grocery Stores (WWGS), which includes 549+ Whole Foods Market stores. Today, vendor performance is tracked reactively through manual reporting, creating blind spots that surface only after SLA breaches impact stores. This role eliminates that gap.

Description
Technology Operations & Partner Services (TOPS) manages $27M+ in annual vendor spend across 12+ technology service vendors and processes across 30K annual contacts that support Worldwide Grocery Stores (WWGS), which includes 549+ Whole Foods Market stores. Today, vendor performance is tracked reactively through manual reporting, creating blind spots that surface only after SLA breaches impact stores. This role eliminates that gap.
As the Business Analyst II, Vendor Performance, you will build and own the single source of truth for vendor performance across all TOPS programs — POS (NCR/Toshiba), Retail Scales (Bizerba), Depot (Denali/Truno), Smart Hands (Unisys/Tech Net/Truno), Print Services (Flex Print/Solum), In-Store Audio/Visual (Mood Media), and Finance Management 3P. You will extract, model, and analyze Service Now ticket data, vendor SLA metrics, and financial performance to deliver predictive visibility that enables proactive vendor accountability rather than reactive escalation.
This is not a reporting role. You will define the analytical frameworks that determine how TOPS measures vendor success, identify performance trends before they become store-impacting incidents, and provide the data foundation that drives process improvements and vendor negotiations. If you thrive on turning ambiguous data into actionable insight and want your analysis to directly influence multi-million-dollar vendor decisions, this is your role.

Key job responsibilities

Data Acquisition & Infrastructure

• Maintain automated data pipelines from Service Now (incident tasks, SLAs, work orders) to create a unified vendor performance data model across all vendors. Escalate and resolve data integrity defects.
• Own the TOPS vendor performance data architecture — define what we measure, how we measure it, among established sources of truth.
• Establish data quality standards and validation mechanisms for vendor-reported metrics vs. TOPS-measured actuals.

Analysis & Insight

• Optimization TOPS Vendor Scorecard:
  Support the composite scoring model program (Strategic, Efficiency, Tech Health pillars) applied consistently across all vendors.
• Develop predictive models that identify vendors trending toward SLA breach 2-4 weeks before store impact — shifting TOPS from reactive to preventive.
• Conduct root cause analysis on vendor performance deviations (regional patterns, seasonal trends, equipment-type correlations).
• Deliver monthly vendor performance narratives with actionable recommendations that directly inform Quarterly Business Reviews and vendor negotiations.
• Quantify the cost impact of vendor underperformance (missed SLAs → store downtime → revenue impact) to support contract enforcement.

Communication & Influence

• Present vendor performance insights to Leadership in narrative format, translating complex data into clear business implications.
• Partner with Vendor Programs Lead and individual Program Managers to ensure data drives vendor accountability conversations.
• Build self-service dashboards and automated reports that reduce manual reporting burden across the TOPS team.
• Influence vendor contract terms by providing irrefutable performance evidence during renewal negotiations.

A day in the life

Your morning starts with the automated vendor performance dashboard refreshing overnight…