Business Analyst – Salesforce Service Cloud


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Overview


You’re invited to join our dedicated team of Salesforce professionals, pushing the envelope to provide Esri with industry-leading customer support solutions. You get excited about making connections that enable others to work smarter. You know analyzing how work occurs in our support organization enables the team to address problems in more sophisticated ways. You’ll contribute to new features and capabilities, boosting the efficiency of our Technical support analysts and other CRM users.

Responsibilities


  • Elicit requirements using a variety of methods to support business analysis and solution development
  • Identify essential components in a solution design to distinguish them from optional or nice-to-have elements
  • Proactively communicate and collaborate with clients and technical teams to prioritize requirements, propose potential solutions, identify quick fixes or workarounds, and develop model business processes
  • Create and revise analysis artifacts, documentation, and other deliverables to capture business and technical requirements, use cases, business rules, and business process models
  • Collaborate with product owners and stakeholders to prepare or groom user stories as part of an Agile scrum team
  • Drive and challenge IST and business colleagues to optimize designs and work products
  • Collaborate on integration and user acceptance testing, weekly production deploys, and post-production support

Requirements


  • 5 years of experience with Salesforce business analysis and configuration
  • Business analysis skills to identify technical and process optimization options
  • Proven experience at driving consensus across multiple stakeholders
  • Verbal and written communication skills to work with clients, team members, and management
  • Ability to effectively prioritize and execute work plans and tasks
  • Adept at conducting research into application and process related issues
  • Agile application development and support experience to effectively work in a scrum team
  • Bachelor’s or higher in business, information systems, computer science, or a related field

Recommended Qualifications


  • Salesforce Service Cloud specific configuration experience in a high-tech environment

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.

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 a reasonable accommodation for any part of the employment process, please email humanresources@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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