The Company:
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
Job Summary:
We are seeking a results-driven Business Intelligence Architect 2 to join our Support Experience & AI team to support advanced analytics, automation development, and AI-driven process optimization. This role will design and maintain Power BI dashboards and reporting frameworks, ensure data accuracy across Salesforce and related systems, and identify automation opportunities to improve customer experience, productivity and operational execution. The ideal candidate brings strong experience in Power BI, Excel, and workflow automation (Python or low-code tools preferred), with the ability to translate business needs into scalable technical solutions. You will partner with cross-functional teams, enhance operational processes, build automation pipelines, and drive continuous improvement across our CX Services ecosystem. Experience with Salesforce reporting, Microsoft Fabric, Databricks, PBI and AI-enabled automation is highly valued.
What Your Impact Will Look Like:
- Develop, maintain, and enhance MIS frameworks, Power BI dashboards, and operational KPI reports.
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Build and manage automated reporting pipelines, ensuring accuracy, standardization, and timely refresh.
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Analyze Salesforce data, validate data quality, and support business insights for Tech Support operations.
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Identify automation opportunities and implement workflow improvements using AI, Python, or low-code tools.
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Support AI-driven initiatives including case handling automation, routing logic, and operational productivity enhancements.
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Map and streamline business processes, eliminating manual effort and improving efficiency across teams.
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Document SOPs, workflows, and maintain structured repositories in Confluence/SharePoint with proper version control.
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Collaborate with cross-functional stakeholders to gather requirements and deliver automation or analytics solutions.
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Present insights, reports, and automation impact to leadership with clarity and business context.
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Track automation outcomes and publish performance metrics to demonstrate efficiency gains.
You Will Love This Job If You Have:
- Practical exposure to Salesforce reporting/dashboards and operational data handling.
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Hands-on experience implementing automation solutions using Python or low-code tools (preferred).
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Familiarity with Microsoft Fabric or cloud-based data pipelines (advantageous).
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Strong analytical mindset with high attention to detail, data governance, and reporting accuracy.
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Experience creating process documentation, workflow diagrams, and SOPs.
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Ability to work with stakeholders across levels and translate business needs into technical outputs.
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Proven track record managing multiple priorities and delivering outcomes independently.
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3–6 years of experience in Business Analytics, Automation, or Operations MIS roles.
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Strong proficiency in Power BI and Excel (advanced formulas, Power Query, data modeling).
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Knowledge of SQL, RPA tools, Jira/Wrike, or other workflow/automation systems.
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Experience in Tech Support, Customer Support, or Service Operations environment.
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Exposure to AI automation, prompt engineering, or LLM-based productivity tools such as Forethought, OpenAI, Ollama
About Us:
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
Security and Privacy Requirements
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Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
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Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
The Team
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We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture
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At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
a part of our journey. -
A few culture highlights include – Employee Resource Groups to encourage diverse voices
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Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
sometimes difficult issues ranging from mental health to work-life balance and current affairs. -
Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
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We bring in special guests from time to time to discuss issues that impact our employee
population
The Impact
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We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
