Senior Business Analyst

Who is Tennant?

Tennant Company is a global leader in the field of professional cleaning equipment and solutions.

For over 150 years, we have stood out for innovation and our commitment to developing sustainable technologies designed to meet our customers' needs.

Our goal is to actively contribute to a cleaner, safer, and healthier world through eco-friendly solutions that improve quality of life.

With manufacturing plants, operational offices, and sales and service networks worldwide, joining Tennant means embarking on a career path full of opportunities — both locally and internationally.

Position Summary

The Senior Business Analyst, SAP Lead-to-Cash (LTC) Production Support is a hands-on techno-functional support professional responsible for maintaining the operational stability, reliability, and performance of Tennant's SAP S/4HANA Lead-to-Cash platform.

Operating within the Support Center of Excellence (CoE), this role serves as a senior support resource focused on incident resolution, root cause analysis, configuration support, minor enhancements, and continuous improvement. The analyst partners closely with business stakeholders, IT Support Leads, AMS providers, developers, and cross-functional SAP teams to diagnose issues, restore service, and prevent recurrence.

As a Senior Business Analyst, this individual is expected to provide subject matter expertise across Lead-to-Cash processes, independently drive complex issues from identification through resolution, support prioritization of enhancements, and contribute to process optimization and knowledge sharing within the broader SAP support organization. The role requires a strong understanding of both the technical and functional dimensions of the Lead-to-Cash process, combined with the ability to influence stakeholders and support business continuity through proactive problem-solving and continuous improvement initiatives.

Key Responsibilities

Production Support & Incident Resolution

• Provide advanced application support for SAP Lead-to-Cash processes including:
• Sales Order Management
• Pricing
• Customer Master
• Billing
• Shipping and Logistics Integration
• Billing and Invoicing
• Troubleshoot complex incidents and production issues across SAP and integrated systems.
• Perform root cause analysis and implement sustainable corrective actions.
• Coordinate issue resolution across developers, AMS teams, infrastructure teams, and business stakeholders.
• Support critical business operations during high-priority incidents and stabilization events.

Root Cause Analysis & Continuous Improvement

• Identify recurring incident patterns and proactively drive permanent solutions.
• Partner with business teams to understand operational pain points and translate them into system improvements.
• Analyze defect trends and recommend process, data, configuration, or training improvements.
• Participate in continuous improvement initiatives focused on reducing ticket volume and improving system performance.

System Configuration & Technical Support

• Perform hands-on SAP configuration, testing, and validation activities within approved governance processes.
• Troubleshoot integration failures, IDOC processing issues, master data defects, and workflow failures.
• Support enhancement validation, deployment activities, and regression testing.
• Assist developers in diagnosing and validating technical solutions.

Support Operations Excellence

• Manage assigned incident, problem, and enhancement work queues.
• Ensure support activities comply with ITIL, SLA, and change management standards.
• Maintain accurate support documentation, knowledge articles, and troubleshooting guides.
• Participate in support governance reviews and operational health assessments.

Business Engagement & User Enablement

• Partner directly with business users to understand issues and business impacts.
• Support user adoption by helping users understand system functionality and best practices.
• Contribute to Super User Network enablement activities and knowledge sharing efforts.
• Support training and process reinforcement initiatives desig