Business Analyst

The Role
We are seeking an experienced software Business Analyst who will be responsible for operational support of existing, deployed Educe software products. This role serves as the liaison between customers and our internal Product Operations teams, ensuring issues are efficiently managed and resolved from discovery through completion. The Business Analyst will partner with Educe software teams to support the successful delivery of solutions that align with organizational goals, while adhering to established standards and practices.

Responsibilities
The responsibilities for this role include, but are not limited to:

Product Platform and Software Support:

• Triage and troubleshoot customer support tickets in Jira, prioritizing incoming support cases and product issues based on severity, impact, and business needs.
• Conduct root cause and data analysis of customer-reported issues and translate findings into clear user stories, acceptance criteria, and actionable tickets for technical teams.
• Proactive communication and reporting on issue resolution activities and timelines.

Product Software Delivery Support:

• Support on-time delivery of client deliverables.
• Monitor trends to identify recurring issues, product gaps, and opportunities for process or product improvement.
• Support product testing activities including validation of bug fixes, regression testing, and reviewing enhancements before deployment.
• Draft and maintain product release notes and documentation.
• Support the structured handoff from R&D into Operations as clients transition from implementation to support and maintenance.

Operations Planning and Best Practices:

• Develop and maintain operational documentation, procedures, processes, and standards.
• Contribute to continuous improvement activities across Operations to develop more efficient and effective methods for Incident Management, Problem Management, and Service Delivery.

Skills and Experience:

Qualified candidates will possess the following:

• Prior experience in a customer service role.
• Prior software experience, particularly in product testing.
• Prior experience with writing user stories and acceptance criteria for software development.
• Excellent organizational skills with the ability to self-manage tasks and adapt to changing priorities.
• Excellent written and verbal communication skills with the ability to translate between technical and business language.
• Strong analytical, problem-solving, and critical-thinking skills.
• Strong attention to detail.
• Familiarity with Atlassian products and understanding of technical integrations are preferred.
  
  

Basic Qualifications:

• Bachelor's degreeor equivalent combination of education, training, and experience.
• Ability to travel to semi-annual firm meetings.
• U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.

Salary Range: $75,000 - $95,000

The Company:
Educe is dedicated to helping organizations evaluate, implement, and optimize talent management technologies that enable them to realize the full potential of their employees. We are partnered with innovative, industry-leading software providers to offer our clients comprehensive talent management solutions. At Educe, we offer our employees the opportunity to continually learn and develop, contribute to our growing firm and make an impact on our clients. We recognize and appreciate the unique strengths of each member of the Educe team and encourage employees to challenge themselves and hone skills based on their individual strengths and interests.

We believe that by consistently offering our employees opportunities to take on new responsibilities we empower them to drive our firm's growth. Ultimately though, we work hard here because as individuals we find personal satisfaction in making a difference. This culture is a priority for us, and we intend to continue improving the ways this firm can interest, challenge, and reward us all. We think this is an important component of why we're recognized as a Great Place to Work by The Washington Post, Washingtonian Magazine, and Fortune Magazine!

The Benefits:
At Educe, we care about the health and happiness of our employees. We offer 100% employer-paid medical, dental, and vision for all full-time employees and dependents. Additional benefits include paid vacation and sick time, 401k profit sharing, a monthly cell/internet stipend, and an annual company shutdown from Christmas Eve to New Year's Day.

At Educe we advocate for an open, inclusive, merit-based culture. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

If you'd like to view a copy of the company's affirmative action plan or policy statement, please emailhr@educegroup.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contactaccommodation@educegroup.com.View the "EEO is the Law" poster here.