Senior Analyst

Overview

Leverage your previous supervisory experience and your ability to foster effective team collaboration to lead the day-to-day activities of our Support Analyst team. In this role, you may at times perform as a senior technical resource, depending on business need.

Responsibilities

• Analyze and review day-to-day activities of the team by using advanced knowledge in Enterprise and ArcGIS technologies
• Work to foster the gap between Units
• Mentor the ArcGIS Unit, which supports the ArcGIS Online technology (ESRI’s SaaS Product), a highly utilized, cloud-based product that includes applications, extensions, and python API
• Act as a resource for the team and Unit
• Assist with technical case discussions with analysts for what they are working on, help monitor and make decisions on cases that need to be transferred, and get cases routed to the proper technologies or analyst when needing to be moved manually
• Review the overall unit incident queue, including management and escalations, and provide resolutions
• Work closely with the ArcGIS Management team, Group Lead team, Technology Leads, Technical Account Managers, Customer Service, Digital Sales, and Professional Services teams as they interact with the analysts’ day-to-day jobs
• Track, evaluate, and guide analyst performance based on quality and production
• Provide technical assistance and coaching for Support Services consultants
• Hold weekly team meetings to address department and unit information as it pertains to the products, supportability, workflows, and processes
• Conduct Case Assessment evaluations regularly on each analyst to provide constructive or reinforcing feedback and coaching on how the cases were handled with customers. Monitor the quality and quantity of support the analysts provide, which includes coordinating staff scheduling, ensuring analysts know and follow organizational policies, providing coaching and performance evaluations, and establishing a cooperative environment fostering a smart and efficient team
• Manage the on-boarding and off-boarding processes and administrative tasks for group analysts
• Participate in the recruiting process for new analysts
• Can work remotely

Requirements

• One (1) year of experience in the job offered or related occupation in which the required experience was
• Applicants must also have experience with the following: ArcGIS; SQL; Oracle; Geocoding; and Raster
• Bachelor’s degree in Geography, GIS, or a related field of study

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