At KeHE, we’re all about goodness. Our mission to serve & feed America is fueled by an obsession with natural & organic, specialty, and fresh products. With more than 7,900 employee-owners & a 19-distribution center network across North America, KeHE is one of the largest & most respected pure-play grocery & natural distributors in the nation.

Good people, working with good people, for our common good.

Sound good?

KeHE-a natural, organic, specialty and fresh food distributor-is all about "good" and is growing, so there's never been a more exciting time to join our team. If you're enthusiastic about working in an environment with a people-first culture and an organization committed to good living, good food and good service, we'd love to talk to you!

Primary Responsibilities

The IT Business Analyst provides functional and in-depth analysis in support of project scope and objectives. Applies problem solving and analytical skills to identify, communicate, and document business needs. Acts with curiosity and empathy to elicit requirements from business stakeholders, writes user stories, and acts as liaison between business stakeholders and the IT development team. Supports current processes and identifies areas for process improvement. Has the capability of leading projects from start to finish. Demonstrates a strong ability to own objectives, overcome challenges and become a deeply knowledgeable business analyst in a target subject area.

Essential Functions

• Create call center dashboards that enable continuous improvement of the customer experience and operational effectiveness.
• Develop regular executive level scorecards and industry benchmarks.
• Analyze performance metrics and develop training strategies to close performance gaps.
• Forecast labor requirements.
• Build operating budget for $4M Operating Unit.
• Utilize feedback from quality monitoring process to recommend and facilitate continuous improvement procedures.
• Systematically measure customer experience.
• Identify system enhancement opportunities and work with the appropriate internal resources to design and implement.
• Manages relationship with Customer Care Systems providers.
• Maintains ongoing system application issues log.
• Develop Ad Hoc reporting as required.
• Provides backup to the Customer Care floor as needed during times of high call volume.
• Maintains Customer accounts to stay in touch with the business process.
• Back up to the Training function for training on all applications.
• Must maintain good attendance.
• Maintain safe work practices.
• Maintain safeguards of confidential company information.
• Other duties and special projects as requested.

Minimum Requirements, Qualifications, Additional Skills, Aptitude

• Bachelor's Degree with at least 3 years of professional experience in a Business Analyst role.
• Deep competency in the MS Office Suite.

Qualifications / Additional Skills / Aptitude:

• Experience in an agile environment with an understanding of how each role performs to achieve team goals.
• Proactive, persistent, flexible. Operates independently and reacts quickly.
• Acts with empathy and curiosity. Listens and seeks to understand.
• Flexible and able to handle a variety of assignments in various stages at the same time.
• Flexible and able to handle a variety of assignments in various stages at the same time
• Strong oral and written communication and interpersonal skills. Enjoys interacting with others.
• Excellent analytical and problem-solving skills and proven business acumen.