PLM Business Analyst

Key Responsibilities

• Responds to internal customers to resolve technology problems related to PLM and engineering software tools. 
• Enters and manages Incident and Service Request tickets in ServiceNow; analyzes incident trends and performs root cause analysis to prevent recurrence. 
• Administers day-to-day PLM configuration elements (e.g., user provisioning, roles/permissions, lifecycle states, object types/attributes, workflow updates) under established governance. 
• Troubleshoots complex issues with integrations and background services related to PLM and engineering software tools and coordinates fixes with platform owners. 
• Provides global support coverage in collaboration with regional IT teams; participates in on-call rotations and provides off-hours support as needed. 
• Maintains or exceeds SLAs for incident resolution and catalog task completion. 
• Verifies system functionality during quarterly disaster recovery tests. 
• Ensures all changes and requests are entered and progressed in ServiceNow with appropriate approvals and documentation for compliance (e.g., SOX). 

• Manages licensing for engineering tools (e.g., Windchill, Creo, Ansys, Altium, LabVIEW) and maintains license management software. 
• Monitors license usage and prepares utilization and forecasting analyses. 
• Coordinates renewals with software vendors and Procurement.

• Leads small to mid-sized projects and participates as a functional/technical lead on larger initiatives; manages scope, schedule, and quality in accordance with the Franklin Electric IT Development Process. 
• Executes projects that support the approved PLM/engineering tools roadmap, including platform upgrades, configuration improvements, and integrations. 
• Elicits and documents clear, testable requirements; authors test plans and coordinates UAT; executes cutovers with rollback/validation steps; tracks issues to closure. 
• Works closely with Engineering, Manufacturing, Quality, and Sourcing to ensure systems and processes are aligned and streamlined. 
• Partners with infrastructure, security, and application teams to deliver stable releases and upgrades that meet supportability and compliance expectations. 

• Authors and maintains SOPs, admin runbooks, troubleshooting guides, and end-user job aids for PLM and engineering software tools. 
• Maintains and enforces application standards (templates, metadata, conventions, access models) to improve data consistency and supportability. 
• Provides targeted training, knowledge shares, and mentoring for PLM Business Analysts and key users to foster standard work and reduce support demand. 
• Supports the integration of new acquisitions to Franklin Electric tools and processes; delivers training to users in newly acquired businesses. 
• Migrates engineering data such as drawings, CAD models, and parts to Franklin Electric’s PLM system.

Skills Knowledge and Expertise

• Communication – Delivers accurate, clear, and concise messages orally and in writing. 
• Problem Solving – Performs structured troubleshooting; identifies root causes and implements preventive actions. 
• Decision Making – Balances risk, user impact, and compliance to make timely configuration and support decisions. 
• Meeting Facilitation – Plans and facilitates sessions with IT teammates, internal customers, and suppliers to share information and make decisions. 
• Presentation Skills – Prepares and delivers effective presentations for users, peers, and leadership. 
• Business Process Knowledge – Understands the process steps and purpose of the important business processes used by internal customers. 
• PLM Concepts – Strong grasp of PLM fundamentals (e.g., part-centric data model, revision control, lifecycle states, change objects, access control, CAD–PLM–ERP integration patterns). 
• Requirements Definition & Testing – Elicits and documents requirements; plans and leads validation to ensure solutions meet defined needs. 
• Partners with business stakeholders to identify process bottlenecks, improve operational efficiency, and standardize global engineering change practices. 
• Configuration Governance – Applies standards and change control for PLM configuration (lifecycles, workflows, access, metadata). 
• Project Management – Organizes tasks, manages risks/issues, and reports status in line with IT processes. 

• Bachelor’s degree in engineering, computer science, information systems, related field, or equivalent work experience (required). 
• 5+ years hands-on experience with PLM systems (e.g., PTC Windchill) and CAD/MCAD tools (e.g., PTC Creo) supporting engineering processes (preferred). 
• Exposure to ERP (e.g., JD Edwards E1) and ITSM tools (e.g., ServiceNow) supporting request/change processes (preferred). 
• Experience with PLM or ERP data processing and migration (preferred). 
• Experience using REST APIs (e.g., for data access, automation, or integration testing) in support of PLM workflows (preferred). 

• Proficiency with Microsoft 365 tools such as Word, Excel, PowerPoint, and Outlook.