Software Business Analyst II

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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 customers - to be performed with a professional demeanor and that all participants be held accountable to this high standard. Communication: Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel. Listens to understand input, feedback, and concerns. Provides complete information in an open, honest, and straightforward manner. Responds promptly and positively to questions and requests. Teamwork and Relationships: Works with other employees willingly and in a spirit of cooperation and teamwork. Supports cooperation. Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad. Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate. Embraces a positive outlook. Is respected and trusted by others. Continual Improvement and Problem Resolution : Identifies and communicates suggestions for work improvements. Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems. Works with both internal and external customers to develop solutions which meet company-wide needs and objectives. Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value. Shares best practices with other employees across the business. Accountability: Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems, and progress of work in a timely manner. ABOUT ESG: Environmental Solutions Group stands at the forefront of sustainable innovation, dedicated to transforming the waste industry with eco-friendly equipment and technology solutions, all designed to improve the lives of our customers, and their communities. This Connected Collections® ecosystem integrates advanced technology across our brands, including Heil® refuse collection vehicles, Marathon® Equipment compaction and recycling equipment, 3rd Eye® technology solutions, Soft-Pak® waste hauler software, Curotto-Can® automated carry cans, Bayne® lifting products, and Parts Central® OEM parts. Driven by a mission of "I