Responsibilities

We are looking for an exceptional Senior Business Technology Support Analyst to join our growing team. In this role, you will manage and evolve our internal support operations, ensure the efficient resolution of technical issues, and drive scalable improvements across tools, workflows, automation, AI capabilities, and the employee experience. This role is a great opportunity to grow your impact in a world-class Business Technology team. Whether you're improving first-response times, automating onboarding, implementing AI-powered workflows, or discovering innovative ways to scale internal technology services, your work will directly enhance the employee experience, and your voice will help shape the future of Business Technology.

In this role, you will also be responsible to:

• Owning and resolving complex, high-impact technical issues across collaboration tools, endpoint management, SaaS platforms, and user access. 

• Managing and optimizing our ticketing system and support workflows (e.g., Jira), ensuring SLAs, CSAT targets, and operational metrics are consistently met. 

• Analyzing support trends to proactively identify root causes, systemic issues, and opportunities to improve processes through automation, AI, and self-service.

• Improving and owning the user lifecycle process, including provisioning, deprovisioning, access audits, identity management (Okta, Google Admin, SCIM), and lifecycle automation.

• Leveraging enterprise solutions and automation platforms to streamline support operations, accelerate issue resolution, improve knowledge discovery, and deliver exceptional employee experiences.

• Leading internal IT initiatives and projects from onboarding automation and SaaS rollouts to AI-enabled solutions, workflow optimization, and process redesign.

• Driving documentation efforts by building detailed SOPs, process maps, and internal knowledge base articles while utilizing AI to accelerate content creation, improve accuracy, and enhance knowledge accessibility.

• Delivering engaging training and onboarding experiences that empower employees to effectively adopt workplace technologies, automation, and AI capabilities.

• Contributing to cross-functional initiatives, including SaaS rollouts, audits, compliance, AI adoption, governance, and continuous improvement of internal technology services.

Requirements

Qualifications / Experience / Technical Skills

• 5+ years in IT Support, Service Desk, or Business Technology roles in fast-paced, high-growth environments.

• Advanced troubleshooting skills across hardware, software, identity systems (e.g., Okta), productivity platforms (e.g., Google Workspace, Slack, Zoom), and modern SaaS environments.

• Comfortable administering ticketing, documentation, and knowledge management platforms (Jira, Confluence, ServiceNow) and reporting with tools such as Sigma or Tableau.

• Experience with identity and access management, lifecycle automation, and user provisioning (e.g., SCIM, Google Admin, Okta Workflows).

• Demonstrated success managing and delivering IT projects from scoping and stakeholder alignment through implementation, documentation, and change management.

• Experience with automation platforms (e.g., Workato), workflow orchestration, and scripting (e.g., Google Apps Script, PowerShell, or Python).

• Experience leveraging enterprise AI solutions (e.g., ChatGPT Enterprise, Claude, Gemini or similar) to improve troubleshooting, documentation, knowledge management, workflow automation, and employee productivity.

• Familiarity with support dashboards, service metrics, and data-driven decision making using tools such as Sigma or Tableau.

Soft Skills / Personal Characteristics

• Demonstrates strong ownership and accountability; proactively identifies opportunities to improve support operations through automation, AI, and scalable solutions with minimal oversight.

• Possesses advanced diagnostic and problem-solving capabilities, focusing on root-cause analysis and delivering sustainable, long-term improvements.

• Balances day-to-day support demands with a strategic mindset toward operational excellence, automation, and continuous service improvement.

• Communicates complex technical concepts clearly to both technical and non-technical stakeholders while fostering strong cross-functional collaboration.

• Maintains exceptional organization and attention to detail, ensuring high-quality documentation, operational consistency, and scalable support processes.

• Embraces emerging technologies, continuously evaluates AI capabilities, and applies them responsibly to improve employee experience and Business Technology operations.

• Thrives in dynamic, fast-paced environments while maintaining composure, adaptability, and a customer-first mindset.

• Passionate about delivering intelligent, proactive, and user-centric technology experiences that enable employees to do their best work.

(REQ ID: 2910)