Lead Business Systems Analyst - CQA and Customer Care Team (Information Technology)

Publix Super Markets, Inc. is the largest privately-owned food retailer in the nation with more than 1,200 stores and more than 200,000 associates throughout the Southeast. We are associate-owned, proud of our family atmosphere, and consistently named as one of the best companies to work for in America. We are largely debt-free and renowned for our financial performance as well as our premier customer service. Publix's Information Services (I/S) department is located in Lakeland, Florida and Alpharetta, Georgia and employs over 1000 associates. I/S provides the information technology required for all Publix business units including retail stores and all office and warehouse environments. The Publix I/S mission is to maximize the value of information technology to Publix associates and customers.

Please note, this is a hybrid position requiring 8 days per month on-site in Lakeland, FL.

Welcome to Publix Technology, the award-winning technical group for Publix Super Markets, Inc., the largest employee-owned company in the nation. Our technology teams of 2100+ associates provide innovative, modern solutions to nearly 1400 retail stores and 200,000+ internal team members across 8 states. We offer positions at all levels - summer internships, individual contributor roles, to technical leadership across a broad range of technical disciplines. So, whether you are interested in IT security, platform engineering, architecture, software development, or infrastructure - we have a career path for you! See for yourself why Publix Super Markets, Inc. is a constant on Fortune Magazine's Best Companies to Work list.

Join the Publix Technology Team as a Lead Business Systems Analyst with the CQA and Customer Care team. You will work with enterprise teams, business product management, and third-party vendors to analyze and create user stories for feature development. Your focus will be on user experience, accessibility, performance, quality, cross-system interdependencies, and scalability. You will also create project plans, manage projects, monitor performance, and develop implementation strategies with general guidance.

The ideal candidate for this position will have experience with Microsoft development and implementation tools, along with strong analytical, planning, problem-solving, writing, and presentation skills. They should be able to communicate effectively with management, peers, technology vendors, and business unit customers.

Responsibilities:

• Conduct requirement gathering sessions to document business and system needs in collaboration with business units, project sponsors, and technology teams.
• Conduct business meetings to document and develop context diagrams (BCD) and business process model and notation (BPMN) using visual tools like Miro or Visio.
• Identify opportunities for improvement by analyzing and understanding business processes.
• Serve as a product champion by communicating product visions, prioritizing tasks, managing the product backlog, and overseeing deliverables to ensure timely completion.
• Convey product and project status to leadership, sponsors, stakeholders, and executive management.
• Maintain relationships with software vendors as required and review vendor contracts and statement of work as needed.
• Collaborate with Architecture, Security, Compliance, and Internal Audit to design secure, compliant, stable, and reliable solutions.
• Create comprehensive implementation plans for complex technology solutions.
• Diagnose complex issues and identify escalation paths.
• Follow product delivery processes, including managing system access, safeguarding data, procuring hardware and software, and coordinating with vendors.
• Secure agreements on the purpose, scope, and limitations of proposed technology solutions with vendors, business areas, and other technology teams with minimal guidance.
• Collaborate with QA Analysts to develop and document business acceptance criteria, conduct UAT as needed, and ensure acceptance criteria are met.
• Perform as expert on assigned systems, serve as contact for system issues and perform problem resolution on highly complex problems under general guidance.
• Act as an expert on assigned systems, serve as the contact for system issues, and resolve highly complex problems with general guidance.

 

• Bachelor's degree in computer science, Business, or a related analytical field or equivalent experience.
• 7+ years of experience in business systems analysis including identifying business processes and supporting process improvements.
• 7+ years of experience analyzing problems and translating into solutions.
• 7+ years of experience planning, organizing, and managing all activities associated with delivering solutions in a distributed environment.
• 3+ years of experience working with enterprise database management systems (e.g., SQL server).
• Working knowledge of the Software Development Lifecycle (SDLC) with the ability to work within the defined roles and responsibilities.
• Provide on-call after-hours support for assigned systems and components.
• Must have excellent written and verbal communication skills, strong attention to detail.

 

• Experience managing 3rd party vendor relationships.
• Knowledge of infrastructure and systems concepts.
• Experience working as a Scrum Master within an Agile Scrum framework and its application in product development and delivery.
• Experience utilizing Agile project management and code management tools (e.g., Azure DevOps or Jira)
• Positive and organized approach to work is essential.
• Strong customer service and interpersonal skills.
• Willing to work as an effective member of a team but capable of working independently to solve complex problems.
• Excellent decision-making and analytical abilities.
• Ability to work closely with management when required as well as the ability to work independently.
• Proven ability to interact effectively with all levels of personnel.