Job Description:
Job Title: Software Business Analyst II, Full time/Part time
Operating Company: Environmental Solutions Group – Soft-Pak
Location: Remote
Reports to: Software Business Analyst Supervisor
Department: Support Services
POSITION SUMMARY:
The Software Business Analyst II provides intermediate‑level support to customers and internal teams regarding the installation, configuration, and use of the Soft‑Pak software. This role analyzes business needs, resolves more complex issues, and helps customers optimize their use of the application. The SBA II follows established support procedures, contributes to process improvements, and maintains strong product knowledge to ensure high‑quality customer service.
ESSENTIAL JOB FUNCTIONS INCLUDE:
- Provide advanced assistance to customers on the installation and/or use of the Soft-Pak software. Assist in business applications to ensure the most efficient use of the software and aid with any questions or issues that arise.
- Provide guidance to Level 1 team members when needed and assist with training new team members.
- Use proper departmental procedures for issue control, problem resolution, reporting and issue escalation in accordance with the Support Services Department procedures.
- Expand and maintain product knowledge on applicable products and applications via training, documentation review and personal research.
- Achieve departmental performance objectives for service level and customer satisfaction.
- Help other Soft-Pak staff with the installation, use and enhancement of the software.
- Provide after-hours emergency support to our customers on a rotating basis.
- Participate in annual users’ meetings and other training sessions.
- Assist with preparation, documentation or otherwise, of above meetings and sessions, as requested by the Support Department Manager.
- Minimal travel required (5%)
JOB SPECIFICATIONS:
- Bachelor’s degree or equivalent professional experience.
- 2–4 years of experience in software support, business analysis, or a related technical/customer‑facing role.
- Strong knowledge of Soft-Pak software.
- Excellent customer service and communication skills.
- Solid analytical and problem‑solving abilities.
- Working knowledge of Microsoft Excel.
KNOWLEDGE, SKILLS, AND ABILITIES:
Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others. Ensure that all business activities – with both internal and external cu