Customer Experience Business Analyst

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For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI’s solutions integrate into every aspect of a customers’ business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It’s how business gets done.

To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position. Applications without a resume will not be considered.

The Customer Experience Operations team is seeking a business analyst dedicated to providing innovative solutions for ECi’s global Professional Services teams. This person must be a problem-solver focused on understanding and aligning business practices across our global teams and new acquisitions.

Candidates are expected to rely on experience and judgment to plan and accomplish a variety of complicated tasks and goals. A wide degree of technical proficiency, creativity, and latitude is expected. This position reports to the Director, Customer Experience Operations. This position requires 0% to 5% travel and the ability to work across time-zones.

Job Functions

• Own the technical migration process for teams between platforms: both internally and new acquisitions
• Represent, interface with, and engage business users to ensure parity and deliver enhancements on supported platforms
• Maintain a scalable platform feedback management process
• Evaluate and innovate on process and platform improvements
• Translate the customer, end user, and business needs into requirements that solve the business problem or optimize the business practice
• Communicate project status both in and outside the team with progress reports
• Provide Operations support to 24/7 Professional Services organization including end user helpdesk monitoring
• Document and maintain best practices of platform processes
• Research advances in technology for continuous improvement of business operations
• Perform User Acceptance Testing for new functionality and Quality Assurance Root Cause and Corrective Action diagnosis on defects
• Act as Subject Matter Expert for train-the-trainer in support of end user onboarding delivery
• Other functions as business needs shift and align with skills
  

Desired Skills

• Highly organized with the ability to prioritize and track multiple tasks to successful completion
• Knowledge of Waterfall and Agile development methods
• Team player able to work in a dynamic environment using proven people skills to build and maintain strong relationships with many stakeholders
• Diplomatic approach to managing competing customer expectations
• Experience managing enterprise-level programs or projects
• Ability to document user requirements and technical specifications
• Exceptional written, oral, electronic, and public communication skills
• Understanding of Professional Services operations and best practices
• Proactive self-starter able to work autonomously using information, judgment, and logic to collaborate with other groups to reach optimal solutions
• High attention to detail
  

Preferred Qualifications

• Knowledge of SalesForce and FinancialForce PSA
• Bachelor’s Degree in related discipline or three years’ experience with Professional Services Operations
• Proven consultative and/or project management results
  

Does this sound like you or someone you know that may be looking for a new opportunity! Please apply on our website at www.ecisolutions.com/careers .

Candidates responding to this posting must currently and in the future possess the eligibility to work in the United States.

ECi is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, disability, military status, or national origin.

In addition to our competitive salary and award winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community! Our company core values are our “CODE”: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.

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