Overview
Bring your strong analytical skills to our Technical Support team and collaborate with analysts, developers, and business users to build new solutions, solve problems, and improve existing processes.
Responsibilities
- Elicit requirements using interviews, document analysis, surveys, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis
- Critically evaluate information, reconcile conflicts, and extract details from high-level information
- Proactively communicate and collaborate with team members to analyze information, define and prioritize requirements, evaluate potential solutions, and communicate status and potential project risks to the project manager
- Deliver supporting project artifacts including functional requirements, use cases, business process models, project charters, and business requirements documentation
- Document standard operating processes and procedures
- Administer the Support website by authoring content, facilitating site contributors, testing site enhancements, and responding to user feedback
- Develop training for internal and external clients on website usage and internal change requests
- Gather metrics and create reports from Salesforce CRM, Adobe Analytics, and SQL databases
- Perform testing of application development and validate deployed to ensure functionality and stability
- Perform post deployment support and troubleshooting
- Create and develop support materials, such as user guides, manuals, presentations, and brochures
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Requirements
- 2+ years of experience in a business analyst capacity, including all aspects of process development and execution
- Strong analytical skills, including a thorough understanding of how to interpret business needs and translate them into application requirements
- Excellent interpersonal skills including communication, diplomacy, negotiating, reasoning, problem solving, and influence
- Ability to identify, research, and understand technical issues
- Advanced skills in Microsoft Office products (Word, Excel, Visio, PowerPoint, Project)
- Ability to multi-task, work independently, and collaborate effectively with a team
- Proactive, self-starter who likes learning new tools and technologies
- Visa sponsorship is not available for this posting. Applicants must be authorized to work for any U.S. employer.
- Bachelor's in business, communications, or a related field
Recommended Qualifications
- Background in marketing, graphics, web development, UI/UX design, or front end-development
- Proficiency in applying technical writing standards and best practices
- Experience working with content management applications
- Experience working with customer service or support organizations
- Experience in working with HTML, SQL, JavaScript, PHP, .NET or other programming languages
- Experience with Salesforce Reporting and Salesforce Knowledge
- Experience working with Adobe Experience Manager, Adobe Experience Cloud, and Google Search Console
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Total Rewards
Esri's competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
A reasonable estimate of the base salary range is
$66,560 - $99,840 USD
About Esri
At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life's best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri's Racial Equity and Social Justice initiatives, please visit our website here.
If you don't meet all of the preferred qualifications for this position, we encourage you to still apply!
Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.
Esri Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.