Business Analyst - Customer Service

Overview

As a Business Analyst on Esri’s Customer Service team, you’ll drive operational efficiency, elevate customer experience, and support global strategic initiatives. This process-focused role suits problem-solvers who collaborate across teams and turn business needs into actionable solutions. You’ll define requirements, model workflows, and ensure high-quality documentation; helping streamline operations, reduce manual work, and improve cross-functional communication for scalable, customer-centric service delivery.

Responsibilities

• Operational Strategy & Collaboration: Partner with cross-functional stakeholders within Customer Service to identify operational gaps and uncover opportunities to enhance customer service delivery.
• Requirements Gathering & Documentation: Elicit and document business requirements through structured interviews, collaborative workshops, surveys, and analysis of existing workflows.
• Process Design & Visualization: Design and visualize business processes and workflows using industry-standard tools such as Visio and Lucidchart to support clarity and alignment.
• Solution Implementation & Support: Collaborate with technical teams to implement scalable solutions that address business challenges and improve service outcomes.
• System Deployment & Incident Response: Provide support during after-hours and weekend system deployments and respond promptly to urgent business system issues as needed.
• Project Tracking & Stakeholder Communication: Monitor project milestones, communicate progress updates, and manage stakeholder expectations to ensure transparency and alignment throughout the project lifecycle.

Requirements

• 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 in business or related field

Recommended Qualifications

• Professional experience with SAP and Salesforce systems

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