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Customer Solutions Analyst (Business Analytics) Job

DATE: Jan 13, 2021

LOCATION: Lancaster, Pennsylvania, US, 17603

Company: Armstrong World Industries

Job: Information Technology 

Primary location: LancasterPennsylvania 

Relocation offered: No 

Employment status: Full-Time 

Travel: 5%  



Location: Lancaster, PA. A great central location in South Central Pennsylvania, Lancaster is ideally situated for easy access to major metropolitan cities such as Philadelphia, Baltimore, Washington DC, and New York City. Lancaster offers a vibrant arts and entertainment community with wonderful historic sites, B&Bs, museums, great shopping, entertainment venues and restaurants.


As our Customer Solutions Analyst (Business Analytics), you will be responsible for providing technical expertise and participating in and overseeing a variety of analytical and technical assignments, problems diagnosis and solutions, documentation, implementation, administration, support and maintenance on a variety of software and application components in an information technology applications environment.  


This role is broadly split between providing users with day to day operational support for existing application services, and project-based work leading to the development and deployment of new application services and business process improvements. You will serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical issues. You will also provide both on-site and remote access diagnoses and resolution of software, application, and business process problems.


Why should you join Armstrong World Industries?


Armstrong World Industries (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions in the Americas. With approximately $1B in revenue, AWI has about 2,500 employees and a manufacturing network of twelve facilities.


At home, at work, in healthcare facilities, classrooms, stores, or restaurants, we offer interior solutions that help to enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces.


For more than 150 years, we have built our business on trust and integrity. It set us apart then, and it sets us apart now, along with our ability to collaborate with and innovate for the people we're here to serve - our customers, our shareholders, our communities and our employees.


We are committed to developing new and sustainable ceiling solutions, with design and performance possibilities that make a positive difference in spaces where we live, work, learn, heal and play. It's an exciting, rewarding business to be in, and we're committed to continue to grow and prosper for the benefit of all of our stakeholders. We hope you join us.



What does it mean to work at Armstrong?


It means being immersed in a supportive culture that recognizes you as a key player in Armstrong's future. We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.



By joining us, you'll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:

  • A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.
  • Personal development to grow your career with us based on your strengths and interests.
  • A casual work environment where we have a recognition program for our team, and service awards. You will also be able to make the most of our fitness center and lunchtime cafe. 
  • A working culture that balances individual achievement with teamwork and collaboration. We draw on each other's strengths and allow for different work styles to build engagement and satisfaction to deliver results. 


What you'll be doing:

  • Leading and participating in the design, development, and enhancement of applications
  • Leading and participating in requirements gathering to provide technical guidance 
  • Overseeing promotion of configuration/development changes through environment 
  • Managing and coordinating large, medium, and small systems or business projects
  • Researching, analyzing, developing, and documenting new processes and procedures 
  • Developing and managing relationships with vendors in support of staff augmentation
  • Participating in the development, implementation, and maintenance of best-practice standards, policies, procedures, and associated training plans 
  • Providing integrated systems planning and recommending new and different technologies 
  • Leading and directing multiple projects managing resources and monitoring progress
  • Establishing and maintaining lines of communication with stakeholders with a view to keeping all parties informed of incidents, problems, and resolution
  • Identifying opportunities to improve standardization and organizational efficiencies
  • Serving as a point of escalation for team members’ issues requiring a higher degree of expertise 
  • Assisting with the development of IT budgets (expense and capital) and estimates
  • Providing in-depth technical consultation to clients and IT management 
  • Assisting in the recruitment and selection of project resources 
  • Collaborating with management to identify and prioritize projects in the portfolio 
  • Researching and evaluating new and alternative solutions and technologies 
  • Assisting in the creation and maintenance of multi-year functional roadmaps 
  • Contributing to the development of overall strategy, tactics, planning, and execution of initiatives 
  • Documenting necessary technical design and analysis work, including project postmortem documentation and metric collection
  • Maintaining application documentation and process topology to ensure alignment between business strategies and technology roadmap
  • Participating in and leading training sessions and user group meetings related to analytics

What will make you successful:

  • Bachelor’s degree or equivalent combination of education and experience in Computer Science, Engineering or related
  • 3+ years of technical analysis or process management experience
  • Working knowledge and experience with Microsoft Office products
  • Demonstrated configuration experience in SAP BW System Configuration and Administration, Business Objects toolset (especially Analysis for Office), BW security models, and BW interfaces with ERP
  • Proven ability to develop new and modified standard and custom SAP BI/BW data structures and objects
  • Proven ability to develop extraction and transformation of data in BW4/HANA/HANA Studio
  • Understanding of ABAP and SQL
  • Understanding of data modeling and building of BI queries / reports
  • Working knowledge of technologies commonly utilized in a manufacturing environment
  • Ability to translate technical details in business language and relate technical concepts to a business impact
  • Ability to build relationships and willingness to communicate with customer groups
  • Ability to facilitate sharing of best practices, and use gathered information to inform BI strategy and improvements in data and analytics environment and culture
  • Strong statistical, analytical, and advanced problem-solving skills 
  • Broad working knowledge of application support principles


Preferred qualifications:

  • Other relevant BI experience (including Tableau, Business Objects, Microsoft, Oracle, cloud-based data and analytics)
  • Understanding of SAP functional areas and standard BW content, including SD, FI, MM, HR, BPC.  SAP HANA experience
  • Broad technical experience in application architecture 
  • Certification in either a process discipline (ITIL, PMI, Six Sigma) or technical discipline (SAP, Data Warehousing)



Armstrong World Industries (AWI) is an equal opportunity, affirmative action employer and we value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.


Accommodation statement: If you need a reasonable accommodation for any part of the employment process, please contact us by email at AWI talent acquisition and let us know the nature of your request and your contact information. Requests for accommodation will be evaluated on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.


Come and build your future with us and apply today!

Nearest Major Market: Lancaster

Job Segment: Analytics, Data Analyst, Engineer, ERP, Database, Management, Data, Engineering, Technology