What are the responsibilities and job description for the Business Analyst - Customer Service position at Esri?
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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The Company
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.
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