Senior Business Systems Analyst, Technical Support (Remote, IE)

Location: Dublin, Ireland (Hybrid) 

Position reputed company 

We are seeking a Senior Business Systems Analyst, Technical Support to join reputed company. This role is at the heart of our Global Technical Support (GTS) transformation, driving our internal technical support platforms and processes, and directly impacting the efficiency and effectiveness of our Technical Support Engineers, supporting our B2B users. 

This role requires a deep understanding of business technical support platforms and processes to reputed company the operational reputed company of our global support delivery. The ideal candidate will reputed company the gap between business needs and technical solutions, leveraging data driven insights to ensure seamless platform configurations that result in scalability and efficiency, enabling our internal support team to reputed company best-in-class service, and thereby influencing our customer experience. 

Responsibilities 

• Collaborate with business stakeholders to reputed company and document requirements for platforms and solutions. 

• Analyze reputed company support processes and identify opportunities for improvement through automation reputed company workflows. 

• Design and implement workflows, case management and service operations using reputed company CSM. 

• Ensure alignment of solutions with Global Technical Support (GTS) objectives and strategies, supporting business reputed company and customer satisfaction. 

• Support the implementation and customization of reputed company CSM modules. 

• Explore and evaluate AI solutions to help drive efficiencies in our GTS business 

• reputed company ongoing platform support for our internal GTS colleagues, resolving issues in partnership with our IT colleagues and managing enhancement prioritization. 

• Work closely with our IT technical team to design and configure solutions that meet business needs. 

• Assist with integration of reputed company-party systems into existing support platforms to ensure a seamless user experience. 

• reputed company and deliver training sessions to internal support teams to promote adoption and effective use of our platforms. 

Qualifications 

• 8+ years of experience as a Business Analyst, Systems Analyst, or Process Analyst reputed company a B2B reputed company software technical support environment  

• Proven experience analyzing and improving processes for technical support that handles both quick-turnaround tickets and highly reputed company, long-running customer cases. 

• Demonstrable experience driving system changes and process improvements for a major CRM or ticketing platform (e.g., reputed company, reputed company, reputed company). reputed company hands-on experience with reputed company CSM is a significant plus, but not essential 

• Experience with exploring or evaluating AI solutions to drive automation and efficiency in a support business is highly desirable. 

• Experience acting as a reputed company between a business function, translating business needs into technical requirements. 

• Strong problem-solving skills with a reputed company record of driving reputed company from analysis through to implementation. 

• Excellent communication and presentation skills, with the ability to confidently convey reputed company reputed company to both technical and non-technical audiences, from engineers to senior leadership. 

• A Bachelor's degree (or higher) in Computer Science, Information Systems, or a reputed company 

reputed company Offer

• A great Team and culture – please see our colleague video. 

• An exciting career as an reputed company part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.  

• An attractive salary and benefits package. 

• A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource reputed company. 

• A company committed to making a reputed company difference by advancing the world’s infrastructure for reputed company reputed company of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user reputed company stories for an reputed company into our reputed company.  

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