We have an immediate opening for a IT Business Partner — Service & Warranty(Remote) position in the Troy, Michigan location.
Requirement Details:
Position: IT Business Partner — Service & Warranty(Remote)
Location: Troy, Michigan.
Description:
Business area served: Post-sale service, warranty, and customer care across Champion’s businesses.
Core systems: REGI (legacy service functionality, being replaced), Salesforce (customer relationship foundation), and the business-unit tools and manual processes the future-state
capability will replace.
Position Summary:
The Service & Warranty IT Business Partner is the dedicated partner for post-sale service and warranty — the part of the customer journey after the home is sold. Today, service and warranty work is supported unevenly across systems, and the future-state service capability is being defined.
This partner documents how service and warranty actually run across the businesses and owns the requirements that shape what gets built — so the capability is designed from
documented business need, not assumption.
Key Responsibilities:
•Serve as the single point of contact between Service & Warranty and IT — the front door for demand from the area into IT delivery, and the standing voice of the area inside IT.
•Bring the art of the possible to requirements conversations — working knowledge of the area’s core systems, so the business sees what existing platforms can already do before
new build is assumed.
•Elicit business requirements through workshops, interviews, and direct process observation, and capture them in the requirements toolset (Azure DevOps) with
traceability from need to build to test.
•Map current-state business processes and define future-state processes with the business ahead of any build, so programs start from agreed scope rather than assumptions.
•Manage requirements through their life cycle — prioritization, change control, and formal business sign-off before build begins.
•Write requirements and acceptance criteria that are clear, testable, and buildable, and plan and support user acceptance testing with named business testers and recorded
sign-off.
•Own business readiness for what ships — training coordination, adoption support, and post-go-live evaluation of whether the solution delivers the value intended.
•Help the area’s leadership shape and prioritize demand — keep a rolling view of what IT has in flight for the area, what comes next, and what it will take.
•Document current service and warranty processes across Champion’s businesses — claims, scheduling, dispatch, and post-sale customer care — including where work is manual or split across systems Today.
•Own future-state requirements as the service capability is defined.
•Carry warranty data and reporting requirements — claims visibility, cost, and quality feedback into operations.
•Work with the Retail and Operations IT Business Partners where service journeys cross store and plant boundaries.
Required Qualifications:
•Bachelor’s degree in Business, Information Technology, or a related field.
•Minimum 5 years of business analysis experience on enterprise system implementations or major process-change programs.
•Demonstrated elicitation and documentation skill — requirements workshops, interviews, and process observation with business users at every level.
•Experience with process mapping and current-state to future-state definition.
•Experience managing requirements in a tracked toolset (Azure DevOps, Jira, or equivalent) with traceability and sign-off.
•Experience planning and supporting user acceptance testing with business testers.
•Working knowledge, at a super-user level or better, of at least one core system in this area (or a direct equivalent) — enough to speak to what the system can do when shaping requirements with the business.
•Experience supporting service, warranty, or field-service processes and the systems behind them.
Preferred Qualifications:
•IIBA certification — CCBA or CBAP — or PMI Professional in Business Analysis (PMI-
PBA).
•BRM Institute training or certification (BRMP) for the business-partner dimension of the role.
•Hands-on experience with service management or warranty platforms and case-management workflows.
•Experience in a multi-site manufacturing, distribution, or retail company.
Skills and Competencies:
•Elicitation and facilitation — draws out what the business actually needs, not just what it asks for.
•Written clarity — writes requirements a developer can build from and a tester can test against.
•Process thinking — sees the workflow behind the request and the exceptions behind the workflow.
•Stakeholder trust — becomes the person the business area calls first.
•Prioritization judgment — helps the business sequence what matters against what is possible.
•Ownership through adoption — stays with the work through testing, training, and go-live, not just documentation.
Success Metrics:
•Requirements for Service & Warranty are clear, documented, and agreed before build starts.
•The business area treats this partner as its first call into IT.
•User acceptance testing runs with named business testers and recorded sign-off on every release that touches the area.
•Fewer late-stage surprises and fewer post-go-live changes traced to missed requirements.
•Adoption is measured and owned — the area uses what ships.
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