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Job Description

AECOM's Adaptive Program Management Technologies team lives at the intersection of construction program management, digital transformation, and emerging technologies including data analytics and AI-enabled solutions. We are looking for talented candidates from construction management, civil engineering, computer science, information systems, and related disciplines who are interested in applying technology to improve program and project delivery.

AECOM is seeking an Entry-Level Digital Solutions Business Analyst  for Project Management Information Systems (PMIS) to support the Adaptive Program Management Technologies team. This early career position provides an opportunity to develop business analysis skills, gain experience with a wide range of PMIS platforms, and participate in the full software development lifecycle for custom digital solutions. This position offers flexible work arrangements and may be performed remotely, hybrid, or on-site at any AECOM office.

The successful candidate will support our growing portfolio of projects that deliver technology solutions for clients managing capital improvement programs. Working alongside senior team members, the Business Analyst I will contribute to the deployment of integrated solutions that address complex program and project management challenges. Solutions may include commercial-off-the-shelf applications, custom software developed by AECOM, AI-enabled capabilities, or integrated combinations of these technologies. This role will provide exposure to the implementation and configuration of leading PMIS platforms such as e-Builder, Kahua, Procore, InEight, and other emerging technologies.

The Business Analyst I will help bridge the gap between business needs and technology solutions by translating client requirements into system configurations, process workflows, and functional requirements. Under the guidance of senior team members, they will apply business analysis techniques and critical thinking to evaluate existing processes, identify opportunities for improvement, and support solution design and implementation. The Business Analyst will participate throughout the solution delivery lifecycle, including discovery, requirements gathering, design, testing, implementation, training, and rollout activities. Projects vary in size, complexity, and technology platforms, providing significant opportunities for professional growth and career development.

Responsibilities may include, under the guidance of senior team members:

• Work closely with internal and external teams to define and document as-is business processes, critical performance metrics, and program/project control requirements
• Analyze business processes and identify opportunities to improve efficiency, effectiveness, data quality, and decision-making
• Support the evaluation and implementation of emerging technologies, including automation, advanced analytics, and AI-enabled capabilities that improve program delivery and business processes
• Translate documented requirements into system configurations, software business process workflows and reporting metrics (workflows, data dictionaries, use cases, reports, dashboards etc)

Software development and systems implementation efforts to include:

• Design necessary data and systems integration requirements
• Configure and implement business solutions in various PMIS and project delivery platforms
•  Design, document and perform testing procedures for implemented solutions
•  Develop test cases and facilitate User Acceptance Testing
•  Develop supporting documentation (user guides, job aids, training materials, etc)
•  Develop and conduct stakeholder training

Job Title: NA Deliver - Business Analyst, Digital Customer Solutions
Job Location: US Route 22 West, Somerville NJ, 08876
Duration: 11/02/2026 to 12/31/2027

Description

• The NA Deliver - Business Analyst connects North America customer service operations with the technology that supports them. As part of the Digital Customer Solutions team, the analyst supports Salesforce case management and the broader set of customer service, order management, and supply chain platforms and integrations serving North American customers. The role helps drive process improvement, business readiness, testing, reporting, and user support across these platforms.
• This position suits a Salesforce professional seeking exposure to enterprise customer service processes, integrated digital platforms, and large-scale business transformation, working closely with business stakeholders and technology partners.

Key Responsibilities

• Support daily case management in Salesforce Service Cloud, including case intake, assignment, escalation, and resolution.
• Monitor queues, case routing, and Email-to-Case processing so customer inquiries reach the right team quickly.
• Build Salesforce dashboards on case volume, queue throughput, and service levels, and help shape cross-platform customer service and Order-to-Cash (OTC) metrics.
• Support business processes, enhancements, and issue resolution across Salesforce integrations and connected customer service applications.
• Partner with technology teams to deploy enhancements and resolve production issues, assessing upstream and downstream impact before changes go live.
• Collaborate with business, technology, and external support teams to keep processes aligned end to end across systems.
• Gather requirements, user stories, acceptance criteria, and process maps, and manage enhancement requests from intake through implementation.
• Evaluate needs across platforms, recommend scalable solutions aligned with enterprise standards, and contribute to transformation and system implementation initiatives.
• Plan and execute user acceptance and regression testing for system changes in line with validated systems procedures.
• Champion user adoption, continuous improvement, and operational excellence through release and downtime communications, job aids, and end-user training.
• Build working knowledge of customer service, order management, OTC, and ERP processes to support adjacent functions when needed.

Qualifications
Education

• Required: Bachelor's degree

Experience and Skills
Required:

• Minimum of five (5) years of experience in business analysis, systems analysis, or Salesforce support.
• Hands-on experience with Salesforce Service Cloud, including case management, queues, and Email-to-Case.
• Experience building Salesforce reports and dashboards.
• Experience documenting business requirements, user stories, and test scripts.
• Strong analytical skills and advanced Microsoft Excel proficiency.
• Excellent written and verbal communication, with the ability to learn new processes quickly and support multiple teams.

Preferred:

• Experience with ERP and CRM systems, Salesforce integrations, or connected customer service applications.
• Experience contributing to digital transformation, process improvement, or system implementation initiatives.
• Experience testing validated systems in a regulated (GxP) environment.
• Familiarity with Jira, ServiceNow, the software development lifecycle (SDLC), and Agile or Process Excellence methodologies.
• Experience with Power BI or comparable reporting tools.
• Knowledge of JOM franchise business and supply chain processes.

Job Description

AECOM is seeking a remote Digital Solutions Business Analyst for our Conshohocken, PA office.  The position is flexible and can be located near any of AECOM's offices. Responsibilities for this position will include: 

• Coordinating and leading EHS software implementation and enhancement projects within North America and globally using Cority EMS, GX2, and WeSustain
• Providing strategic advice to AECOM clients on their EHS programs, especially with a software lens.
• Mentoring junior staff in EHS software implementation best practices.