The Service Supply Chain IT Analyst will partner with global Service Operations, Logistics, Depot Repair, and Engineering teams to compose, implement, and optimize scalable enterprise IT solutions. This role translates sophisticated aftermarket and service supply chain requirements into functional architectures, process flows, and system improvements that drive operational efficiency, visibility, and SLA attainment.

Key Responsibilities

Solution Design & System Configuration

• Translate business requirements into comprehensive functional compose, solution architectures, and user journeys across the global Service Supply Chain footprint.
• Compose and configure service supply chain applications, systems, and platforms supporting Order Management, Reverse Logistics (RMA), Depot Repair Execution, Spares Inventory, Logistics Orchestration, and Financial Settlements.
• Be responsible for the definition of end-to-end service lifecycle flows—including return intake, warranty entitlement, asset recovery, repair routing, disposition, and forward replenishment.

Business Process Optimization

• Analyze end-to-end service supply chain, reverse logistics, and repair operations to identify process bottlenecks, cycle-time gaps, and automation opportunities.
• Recommend industry standard processes, workflow automations, and scalable system capabilities to improve operational efficiency and service level agreement (SLA) performance.

Implementation & Enhancements

• Lead functional configurations, end-to-end test execution (System Integration Testing [SIT] and User Acceptance Testing [UAT]), cutover planning, and production releases.
• Conduct cross-system impact analyses, define regression test suites, and support global rollouts.

Multi-Functional Collaboration

• Partner closely with Service Operations, Depot Managers, Logistics Planners, Procurement, Finance, and IT engineering teams to deliver unified E2E capabilities.
• Collaborate with enterprise architects, software engineering squads, and integration specialists to validate technical feasibility, API contracts, and architecture alignment.

Production Support & Operational Perfection

• Triage sophisticated functional and operational issues, perform structured Root Cause Analysis (RCA), and drive permanent corrective actions.
• Handle production incident queues and operational issues to ensure high platform availability and strict SLA compliance.

Documentation & Governance

• Author clear user stories, functional requirement documents (FRDs/FDDs), acceptance criteria, system interaction diagrams, and test scenarios.
• Develop and maintain system configuration guides, business process maps, and Standard Operating Procedures (SOPs).
• Ensure strict compliance with enterprise IT controls, information security policies, audit standards, and formal change governance.

Data, Telemetry & Reporting

• Guide data validation, master data governance, and data reconciliation activities across disparate supply chain platforms.
• Partner with Data & Analytics teams to define data models, operational telemetry, and executive reporting dashboards for critical Service Supply Chain important metrics (e.g., RMA turnaround time, depot yield, inventory velocity, carrier on-time delivery, warranty recovery).

Qualifications

Minimum Qualifications

• Education & Experience: Bachelor’s degree in Computer Science, Information Systems, Supply Chain Management, Industrial Engineering, or related field with 5+ years of relevant experience (or Master’s degree with 2+ years of experience).
• Core Functional Expertise:
• 5+ years of experience as an IT Business Analyst, Functional Analyst, or Systems Analyst supporting Service Supply Chain, Reverse Logistics, Aftermarket Services, or Enterprise SCM platforms.
• Strong functional understanding of core aftermarket workflows: Return Merchandise Authorization (RMA), warranty/contract entitlement, depot repair operations, parts replenishment, scrap/harvest disposition, and reverse logistics.
• Technical & Integration Skills:
• Demonstrable experience authoring functional integration specifications for REST/SOAP APIs, event-driven messaging architectures, and file-based interfaces.
• Solid grasp of data mapping, payload schema definition, exception handling, and error-recovery frameworks across distributed enterprise systems.
• Proficiency in data querying and analysis using SQL and relational data models.
• Business & Analytical Skills:
• Sophisticated business process modeling and mapping skills.
• Translate intricate business challenges into sophisticated, scalable technology solutions.
• Practical experience working in global supply chain environments with multi-node distribution networks, 3PL/4PL partners, and external repair vendors.
• Validated hands on and knowledge of Agile/Scrum methodologies and the Software Development Lifecycle (SDLC).
• Professional & Interpersonal Skills:
• Strong verbal and written communication skills to articulate technical concepts clearly to non-technical business customers.
• Detailed documentation subject area and analytical problem-solving approach.
• Validated adaptability, accountability, and ability to deliver in fast-paced, multi-project environments.

Preferred Qualifications

• Experience within high-tech, telecommunications, networking, or electronics hardware industries.
• Exposure to integration middleware and event streaming platforms (e.g., Kafka, MuleSoft, AWS/GCP integration services, Tibco, EDI/B2B gateways).
• Experience integrating with Warehouse Management Systems (WMS), Transportation Management Systems (TMS), or 3PL/Depot vendor systems.
• Proficiency with enterprise project management and service desk tooling (Jira, Confluence, ServiceNow ESP).
• Familiarity with AI-enabled efficiency tools, intelligent automation, or supply chain digital twin frameworks.
  

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Message to applicants applying to work in the U.S. and/or Canada:

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.