Note: The job is a remote job and is open to candidates in USA. Educe is dedicated to helping organizations evaluate, implement, and optimize talent management technologies. The Business Analyst will be responsible for operational support of existing Educe software products and will serve as a liaison between customers and internal teams to ensure efficient issue management and resolution.
Responsibilities
- 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
- 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
- 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
- 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
- Bachelor's degree or 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
- Familiarity with Atlassian products and understanding of technical integrations
Benefits
- 100% employer-paid medical, dental, and vision for all full-time employees and dependents
- Paid vacation and sick time
- 401k profit sharing
- A monthly cell/internet stipend
- An annual company shutdown from Christmas Eve to New Year’s Day
Company Overview
Educe is a talent management consulting services (Cornerstone OnDemand, Saba, SuccessFactors, Inkling) and software provider. It was founded in 2003, and is headquartered in Bethesda, Maryland, USA, with a workforce of 51-200 employees. Its website is https://educegroup.com.
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