As the Business Analyst II, Vendor Performance, you will build and own the single source of truth for vendor performance across all TOPS programs - POS (NCR/Toshiba), Retail Scales (Bizerba), Depot (Denali/Truno), Smart Hands (Unisys/TechNet/Truno), Print Services (FlexPrint/Solum), In-Store Audio/Visual (Mood Media), and Finance Management 3P. You will extract, model, and analyze ServiceNow ticket data, vendor SLA metrics, and financial performance to deliver predictive visibility that enables proactive vendor accountability rather than reactive escalation.
This is not a reporting role. You will define the analytical frameworks that determine how TOPS measures vendor success, identify performance trends before they become store-impacting incidents, and provide the data foundation that drives process improvements and vendor negotiations. If you thrive on turning ambiguous data into actionable insight and want your analysis to directly influence multi-million-dollar vendor decisions, this is your role.
Key job responsibilities
Data Acquisition & Infrastructure
• Maintain automated data pipelines from ServiceNow (incident tasks, SLAs, work orders) to create a unified vendor performance data model across all vendors. Escalate and resolve data integrity defects.
• Own the TOPS vendor performance data architecture - define what we measure, how we measure it, among established sources of truth.
• Establish data quality standards and validation mechanisms for vendor-reported metrics vs. TOPS-measured actuals.
Analysis & Insight
• Optimization TOPS Vendor Scorecard: Support the composite scoring model program (Strategic, Efficiency, Tech Health pillars) applied consistently across all vendors.
• Develop predictive models that identify vendors trending toward SLA breach 2-4 weeks before store impact - shifting TOPS from reactive to preventive.
• Conduct root cause analysis on vendor performance deviations (regional patterns, seasonal trends, equipment-type correlations).
• Deliver monthly vendor performance narratives with actionable recommendations that directly inform Quarterly Business Reviews and vendor negotiations.
• Quantify the cost impact of vendor underperformance (missed SLAs 1 store downtime 1 revenue impact) to support contract enforcement.
Communication & Influence
• Present vendor performance insights to Leadership in narrative format, translating complex data into clear business implications.
• Partner with Vendor Programs Lead and individual Program Managers to ensure data drives vendor accountability conversations.
• Build self-service dashboards and automated reports that reduce manual reporting burden across the TOPS team.
• Influence vendor contract terms by providing irrefutable performance evidence during renewal negotiations.
A day in the life
Your morning starts with the automated vendor performance dashboard refreshing overnight data. You notice Bizerba's resolution times in the Southeast trending upward - your predictive model flags a likely SLA breach in 10 days if the pattern continues. You draft the insight narrative and send it to the Program Manager before the vendor even knows there's a problem. Mid-morning, you're refining the TOPS Vendor Scorecard methodology with the Vendor Programs Lead and Scorecard Program Manager, adding a new cost-per-resolution metric that will sharpen next quarter's contract negotiations. After lunch, you're building a new QuickSight dashboard that gives PMs self-service access to their vendor's real-time performance data - eliminating 4 hours of weekly manual reporting. You close the day presenting a root cause analysis to leadership: a pattern of NCR technician no-shows in three markets discovered by the Opportunities Program is costing $18K/month in extended downtime, and you have the data to enforce contractual remedies.
BASIC QUALIFICATIONS
- 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- Experience defining requirements and using data and metrics to draw business insights
- Experience making business recommendations and influencing stakeholders
- Experience with data visualization using Tableau, Quicksight, or similar tools
- Experience working with ITSM platforms (ServiceNow preferred) and extracting/modeling ticket-level data
PREFERRED QUALIFICATIONS
- Experience with supplier or vendor relationship management
- Experience statistical modeling, or related analytic techniques
- 7+ years of retail or operations, or 5+ years of retail or operations experience
- Knowledge of statistical software such as R, Python
- Experience in applying statistical models for large-scale application and building automated analytical systems
- Understanding of contract structures, SLA frameworks, and vendor governance models
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, NY, New York - 81,700.00 - 143,100.00 USD annually
USA, TN, Nashville - 66,900.00 - 117,000.00 USD annually
USA, TX, AUSTIN - 74,300.00 - 130,100.00 USD annually
