Atlassian JIRA, Business Analysis, Business Processes, Business Support, Communication Skills, Customer Acquisition, Customer Support/Service, Delivery Driving, Detail Oriented, Documentation, Fortune 500 Customers, Help Desk, Identify Issues, Logistics, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Mobile Devices, Problem Solving Skills, Process Improvement, Project Tracking, Requirements Management, Technical Support, Usability Engineering
Associate Business Analyst (User Support & Training)
Anchorage, Alaska 99518 | On-site
Contract: 6 Months (with potential extension or conversion to full-time)
ARC Group is urgently seeking a detail-oriented Associate Business Analyst to support a Fortune 500 client in Anchorage, Alaska. This role is heavily focused on end-user support, training, and system adoption for dispatch, drivers, and office users across highway operations. The ideal candidate is hands-on, quick to learn, comfortable supporting users remotely and in person, and able to troubleshoot basic system issues or coordinate with vendors when needed.
This is a strong fit for someone with a Business Analyst mindset who enjoys user support, problem-solving, and helping non-technical users successfully adopt new systems.
Key Responsibilities
- Provide day-to-day user support for dispatch, delivery, drivers, and office staff using enterprise systems
- Conduct remote and in-person user training, ensuring users understand system workflows and processes
- Walk users through troubleshooting steps over the phone and assist with basic system issues
- Escalate and coordinate resolution of more complex technical issues with internal teams or external vendors
- Support adoption of a new dispatch and delivery system across highway locations
- Assist in documenting user issues, feedback, and process gaps to improve system usability
- Work closely with operational teams to ensure smooth system usage and consistent processes
- Participate in light Business Analyst activities such as gathering requirements and supporting process improvements
- Use and manage tracking tools (e.g., Jira, Smartsheet) to log issues, track tasks, and monitor resolution progress
- Maintain strong communication with users and stakeholders to ensure issues are resolved efficiently
Required Skills & Experience
- 2+ years of experience in a Business Analyst, IT Support, Training, Help Desk, or similar user-facing role
- Strong ability to support end users in both remote and in-person environments
- Excellent communication skills with the ability to explain technical concepts to non-technical users (drivers, dispatchers, office staff)
- Detail-oriented with strong problem-solving skills and a customer-service mindset
- Ability to learn new systems quickly and support evolving business processes
- Experience with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Familiarity with Jira and/or Smartsheet for tracking work and issues (or ability to learn quickly)
Nice to Have
- Experience supporting logistics, transportation, dispatch, or field operations systems
- Exposure to SOTI or similar mobile/device management tools
- Basic understanding of business analysis or process documentation
- Prior experience in a rollout or system implementation environment