Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

SUMMARY: We are seeking a dynamic and experienced Digital Business Analyst specializing in Account Management/Sales/Service Tools to play a key role in advancing our digital strategy and supporting business objectives. As a Digital Business Analyst in the digital space, you will collaborate with cross-functional teams, internal stakeholders, and customers to enhance customer experience, identify opportunities, and drive strategic initiatives. This role requires a proactive individual with a deep understanding of marketing technologies, customer experience, and a passion for optimizing field service management processes. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. Other duties may be assigned as necessary. 

1. Possess a strong understanding of marketing technologies and customer experience, contributing to the development and refinement of the digital strategy to align with business objectives, segments, markets, and brands. 

1. Collaborate with customers, partners, and internal teams to understand market problems, identify new opportunities, and enhance overall customer experience within the field service management domain. 

1. Break down medium to complex roadmap objectives into smaller projects, initiatives, or features to support strategic planning and execution. 

1. Work with cross-functional teams to understand end-to-end processes and system requirements, documenting and recommending improvements to support upcoming strategic initiatives. 

1. Collaborate with customers in collecting feedback data, logging them to support product enhancements, process mapping, and continuous process improvement. 

1. Lead teams in documenting functional and non-functional requirements using various business requirement elicitation techniques. Collect, analyze, refine, prioritize, and develop requirements in alignment with business strategy. 

1. Maintain product documentation, including use cases, with detailed configuration and design specifications. 

1. Support product backlog grooming activities by effectively managing requirements, enhancements, production defects, and tasks. 

1. Collaborate with people managers in the management and execution of project tasks, including releases, projects, programs, and portfolio management. 

1. Participate in the evaluation of new platforms, tools, and technologies relevant to field service management. 

1. Assist in developing training materials and process improvements to enhance team skills and operational efficiency. 

1. Display excellent organizational skills and attention to detail, able to juggle and prioritize multiple tasks simultaneously. 

1. Demonstrate strong interpersonal skills and an ability to effectively translate and communicate technical information to internal and external customers or vendors, particularly a non-technical audience. 

1. Possess a proactive and forward-thinking attitude, coupled with creative problem-solving abilities to address challenges and opportunities. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Bachelor’s degree in a relevant field (e.g., business, computer science). 

• 8+ years of demonstrated experience working as a Business Analyst or a technical product owner in a cross-functional team, with a specialization in field service management solutions. 

• Solid experience and understanding of Agile Scrum and Rational Unified Process Methodology, including the development of use cases, use case models, supplementary requirements, and business rules for field service management. 

• Deep practical knowledge of Lean Six Sigma, showcased through leadership or active participation in process improvement 

• Excellent communication and interpersonal skills, crucial for effective collaboration with field service teams, stakeholders, and clients. 

• Proven ability to prioritize and manage multiple tasks in a fast-paced field service environment, ensuring timely and efficient project delivery. 

• Familiarity with project management tools such as DevOps, Jira, or similar platforms, enhancing efficiency in task and project management for field service operations. 

• Certification in Agile methodologies, such as Certified Scrum Product Owner, is a plus. 

• Experience with field service management tools and platforms is highly desirable, demonstrating practical knowledge in optimizing field service operations.