Software Business Analyst II, Soft-Pak

Terex Corporation is a global leader in specialized equipment solutions, and they are seeking a Software Business Analyst II to provide intermediate-level support for the Soft-Pak software. The role involves analyzing business needs, resolving complex issues, and optimizing customer use of the application while maintaining strong product knowledge for high-quality service.

Responsibilities:

• 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
• 5% of travel may be required

Requirements:

• 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