Business Analyst – Customer Returns (RMA)

Job Title: Business Analyst – Customer Returns
Location: Austin, TX
Department: Global Operations / Quality
Reports To: RMA Program Manager
Type: Contract ; Hybrid


Position Summary
We are looking for a highly analytical and collaborative Business Analyst to support and enhance our Return Materials Authorization (RMA) processes within a fast-paced semiconductor manufacturing environment. This role will be responsible for documenting RMA related processes, systems, and tools as well support user acceptance testing of system enhancements.

Key Responsibilities
• Execute configuration, testing, and deployment of SAP, Salesforce, and other internal system updates related to RMA
• Validate that delivered solutions meet business requirements and are ready for
production deployment
• Analyze existing RMA workflows, systems, and tools to understand end-to-end processes
• Develop and maintain detailed documentation including process maps,
standard operating procedures (SOPs), work instructions, user guides, and
reference materials
• Maintain a structured documentation library (e.g., Confluence, SharePoint,
or similar) with appropriate version control
• Prepare, update, and format documentation to meet internal and external
ISO audit requirements
• Track the impact of implemented process changes and refine documentation as needed
• Develop training materials to support adoption of RMA processes, tools, and documentation
• Act as a subject matter expert (SME) on RMA procedures and related documentation, providing ongoing support and clarification
• Participate in cross-functional projects impacting RMA processes, ensuring documentation and training are part of project deliverables
Required Skills & Qualifications
• Demonstrated experience planning and executing User Acceptance Testing (UAT)
• Bachelor’s degree in business, Operations Management, Information Systems, Technical Writing, or a related field; or equivalent work experience
• 3+ years of experience in business process analysis or operations support, preferably in the semiconductor or electronics industry
• Experience with Supply Chain, preferably RMA, reverse logistics, and warranty management
• Strong working knowledge of SAP and Salesforce
• Strong analytical and problem-solving skills with the ability to understand complex
workflows and translate them into clear, concise documentation
• Demonstrated experience creating and maintaining procedural and process
documentation, including SOPs, work instructions, and user guides
• Hands-on experience preparing documentation for ISO audits and working within a formal Quality Management System (QMS)