Job Description
A Business Analyst on Esri's Customer Service team is responsible for improving operational efficiency and customer experience by analyzing workflows, gathering requirements, designing processes, and supporting the implementation of scalable solutions across teams.
Key Responsibilities
- Identify operational gaps and opportunities to improve customer service delivery through collaboration with stakeholders
- Elicit and document business requirements via interviews, workshops, surveys, and workflow analysis
- Design and visualize business processes and workflows using tools like Visio and Lucidchart
- Collaborate with technical teams to implement scalable solutions that address business challenges
- Support system deployments and respond to urgent system issues outside regular hours
- Monitor project milestones, communicate progress, and manage stakeholder expectations
Requirements
- A minimum of 2 years of professional experience in a similar position supporting similar responsibilities.
- Demonstrated analytical and problem-solving capabilities, with the ability to work independently in a dynamic, fast-paced environment.
- Exceptional interpersonal skills, including diplomacy, negotiation, critical reasoning, and the ability to influence outcomes effectively.
- Proficiency in collaboration and analysis tools such as Visio, Lucidchart, Microsoft Office 365, SharePoint, and Teams.
- Proven ability to manage multiple priorities while cultivating strong cross-functional relationships.
- Flexibility to adjust work schedule to meet business needs, including team coverage, project meetings, testing assignments, and after-hours support.
- Bachelor’s degree in business or a related field.
Benefits & Perks
Industry-leading health and welfare benefits including medical, dental, and vision insurance
Basic and supplemental life insurance for employees and their families
401(k) and profit-sharing programs
Minimum of 80 hours of vacation leave
Twelve paid holidays throughout the calendar year
Opportunities for personal and professional growth
Competitive total rewards strategy
Ready to Apply?
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