ERP Business Analyst - Sales & Customer Service

Get to know East Penn!East Penn is a stable, essential employer, and has been voted one of the Best Places to Work in PA for 20 years!At East Penn, our employees are our culture; our employees will always be the heart of the company. We are a private, family-owned enterprise committed to cultivating an atmosphere that honors the contributions of everyone. We want our employees to have long-term careers, and many do. More than 38% of our workforce has over a decade of service. Our open-door management policy, comprehensive benefits package, employee appreciation and recognition events, and career advancement opportunities are just some of the ways we show our employees how incredibly valued they are.Our hiring process may use artificial intelligence (AI) tools to help in the initial review of applications by identifying candidates whose qualifications best match job requirements. These tools do not make hiring decisions. All final hiring decisions regarding interviews and employment are made by our employee recruiting and hiring teams.East Penn is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. OverviewThe ERP Business Analyst serves as the primary liaison between business stakeholders and ERP delivery teams, specializing in Sales & Customer Service. This role bridges business needs and ERP system capabilities, translating complex requirements into scalable, value‑driven solutions. The analyst plays a key role in East Penn’s SAP S/4HANA implementations, enhancements, and ongoing optimization, ensuring alignment with business processes, enterprise standards, and strategic objectives. A strong background in sales operations and customer service is essential to understanding commercial workflows, customer expectations, and end‑to‑end order‑to‑cash processes.ResponsibilitiesBusiness Analysis & Process DesignPartner with business leaders, business process leads and subject matter experts within the assigned domain to understand solution objectives, challenges, and regulatory/operational constraints.Leverage sales and customer service experience to ensure requirements reflect real‑world commercial needs and customer expectations.Elicit, analyze and document business requirements using interviews, workshops, and process reviews.Develop current state and future state, user stories, process maps, functional requirements, and business rules.Identify opportunities to standardize, streamline, and optimize business processes / workflows using ERP best practices in a regulated manufacturing environment.Use data assets to compile information for analysis in approaching business challenges.ERP & SAP Functional ExpertiseServe as an ERP functional expert for the assigned business domain, with strong working knowledge of SAP solutions relevant to that area.Translate business requirements into detailed functional specifications for SAP configuration, enhancements, data mapping and integrations.Collaborate with SAP configuration, development, integration, OCM and data teams to design end‑to‑end solutions.Advise stakeholders on SAP capabilities, limitations, design alternatives, and impacts to upstream, downstream and cross stream processes.Apply insights from sales operations and customer service workflows to ensure SAP solutions support efficient order processing, accurate pricing, timely issue resolution, and strong customer experience.Project Delivery & Implementation SupportServe as a functional advisor on designs for East Penn’s initial SAP S4H implementation.Support ERP initiatives across the full lifecycle: planning, design, build, test, training and deployment.Lead or support system integration testing (SIT) and user acceptance testing (UAT), including test case development, execution, and defect resolution.Participate in cutover planning, data validation, and go‑live activities to ensure business readiness.Provide functional support during hypercare and transition to steady‑state operations.Stakeholder Engagement & Change EnablementAct as a trusted advisor to business process owners and leadership.Communicate requirements, design decisions, and impacts clearly to both technical and non‑technical audiences.Support change management efforts by contributing to training materials, job aids, and user documentation.Enable business users to understand and accept the capabilities and limitations of ERP and integrated systems.Draw on customer‑facing communication skills to build rapport, manage expectations, and guide users through process and system changes.Continuous Improvement & SupportAnalyze post implementation performance and recommend enhancements or process improvements.Verify that delivered solutions achieve expected business benefits and have success metrics.Support ongoing ERP enhancements, minor projects, and production issues within the assigned domain.Stay current on SAP S4H roadmap updates, ERP trends, and best practices related to the area of specialization.Engage and participate in SAP User Groups specific to the functional business line being supported.Promote and engage in enterprise data initiatives such as data governance.Apply customer‑centric thinking to identify improvements that enhance order accuracy, service levels, and overall customer satisfaction.QualificationsExperience & Qualifications5+ years of hands-on SAP S4H experience is required.Participation in SAP implementation(s), upgrades, or major enhancements is preferred.Demonstrated experience supporting or working within Sales, Customer Service, or Order‑to‑Cash functions, with strong understanding of customer‑facing workflows.5+ years of experience as a Business Analyst, ERP Business Analyst or related role, specializing in a specific business domain bridging process with technology.Experience with SAP S/4HANA, Private Cloud, Integrated Business Platform (IBP).Background in sales operations, customer service, or commercial process support is strongly preferred, especially in environments where ERP systems enable customer experience and order fulfillment.Education/CertificationBachelor’s degree in Business, Information Systems, or a related discipline.Equivalent level of education, training and experience may be considered.Certification specific to the Functional Domain they are aligned to (CPIM, ASCM, CCSM).SAP certification(s) in a relevant functional module.SAP Certification in a Methodology: Accelerate, Activate or RISESkills & CompetenciesRequired Competencies:Software: Applicable enterprise apps, O365, Power BI, Project, VisioRequired Skills: ERP and SAP S4H functional knowledgeBusiness process modeling and analysisAnalytical thinking and problem solvingAbility to bridge business needs and technical solutionsExcellent verbal and digital communication skillsStrong management tendencies for projects and peopleAgenda preparation and leading efficient and effective meetingsAbility to ascertain a good versus unacceptable customer/user experienceProfessional appearance and conductWillingness to coach and be coachedSelf-motivated and goal oriented Strong in both independent and team atmospheresAdept at supporting the culture and heritage of our companyEast Penn BenefitsEast Penn offers excellent benefits:Competitive compensationGroup health insurance that includes high quality medical, dental, vision and prescription coverage with a low employee premiumRetirement Savings Plan with company match and a 3% employer contribution9 paid company holidays, 2 paid personal holidays, and 10 paid vacation days annuallyEmployee assistance programFitness DiscountsPromotional opportunitiesJob SummaryID: 2026-29029Category: ProfessionalPosition Type: Regular Full-Time