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 mapping, 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.
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 administration, communications, Information Systems, 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.
- Master's in Business Administration, communications, Information Systems, or a related field.
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