Sr. Service Business Process Analyst

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Primary Function of Position:

The Senior Service Business Analyst (MRO) serves as a critical bridge between Service Operations, Supply Chain, and IT, owning the translation of complex MRO business needs into scalable, compliant SAP S/4HANA solutions. This role focuses on end-to-end repair and service supply chain processes, enabling operational excellence, traceability, and visibility across a regulated medical device environment.

This individual contributor will work closely with Service MRO leadership, Planning, Manufacturing, Quality, and IT to identify process gaps, define business requirements, and implement system enhancements that support Repair-to-Return, Planning, Inventory, Quality, and Capacity Management. The role requires strong functional SAP knowledge, disciplined process thinking, and the ability to operate effectively in ambiguous, fast-paced environments.

Essential Job Duties:

Business Analysis & Process Ownership

• Partner with MRO Operations, Planning, Quality, Manufacturing, and Logistics teams to understand pain points, use cases, and future-state needs across end-to-end service supply chain processes.
• Lead business process analysis and documentation for Repair-to-Return, Plan-to-Produce, Inventory, Quality, and Logistics workflows.
• Identify gaps and inefficiencies in current processes and systems; propose and drive best-practice solutions that improve efficiency, scalability, and visibility.
• Ensure an end-to-end, cross-functional view of processes, including upstream and downstream system impacts.

SAP Functional Partnership & Delivery

• Translate business requirements into clear, actionable functional requirements and partner with IT to validate design, configuration, and delivery.
• Support and influence SAP S/4HANA solutions across relevant modules, including Materials Management (MM), Production Planning (PP), Manufacturing Execution (ME), Quality Management (QM), Inventory Management (IM), and Warehouse Management (WM/EWM).
• Act as a business owner for smaller SAP enhancements and initiatives, managing scope, priorities, and delivery in partnership with IT.
• Investigate system issues, root causes, and data integrity gaps; collaborate with IT and business users to drive resolution.

Project Execution, Testing & Change Management

• Author and maintain project artifacts including business process flows, functional/user requirements, UAT test cases, and training materials.
• Plan and facilitate User Acceptance Testing (UAT), ensuring solutions meet operational, data, and compliance requirements.
• Support change management activities, including user training, communications, and adoption support.
• Provide clear, structured project updates to stakeholders, highlighting risks, dependencies, and decision points.

Analytics & Operational Support

• Support MRO and supply chain key metrics through data analysis, reporting, and ad-hoc queries.
• Partner with operations leaders to improve visibility into repair demand, throughput, cycle time, capacity, inventory, and quality performance.
• Apply analytical and critical-thinking skills to translate data into actionable insights for the business.

Education and Experience

• Bachelor’s degree in Supply Chain, Engineering, Information Systems, Business, or related field; Master’s degree preferred.
• 8+ years of experience as a Business Systems Analyst or Functional Analyst in supply chain, manufacturing, or service operations.
• Strong hands-on experience supporting manufacturing and/or MRO environments within SAP.
• Strong understanding of supply chain and service operations, including BOMs (Bill of Materials), routings, capacity, inventory, and repair workflows.
• Proven experience with SAP S/4HANA, including MM (Materials Management), PP (Production Planning), ME (Manufacturing Execution); exposure to QM (Quality Management), IM (Inventory Management), WM/EWM (Warehouse Management/Extended Warehouse Management), and FICO (Finance and Controlling) is a plus.
• Solid understanding of traceability, data integrity, and compliance requirements in a medical device environment (e.g., GMP, ISO 13485, 21 CFR Part 11).

Nice to have skills: 

• Experience in the medical device or regulated industry strongly preferred.
• Strong business process analysis skills with experience in reporting and analytics.
• Familiarity with IT project lifecycles, Agile methodologies, and cross-functional system delivery.

Role Characteristics

• Individual Contributor role within the MRO / Service Operations organization.
• High level of cross-functional interaction with Operations, Quality, Planning, and IT.
• Opportunity to materially influence how Service and MRO processes are designed, enabled, and scaled through SAP.

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Preference will be given to qualified candidates who do not reside, or plan to reside, in Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, or Tennessee.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target compensation ranges are listed.