Senior Business Systems Analyst, Technical Support

Location: Dublin, Ireland (Hybrid) 

Position Summary 

We are seeking a Senior Business Systems Analyst, Technical Support to join our team. 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 elevate the operational excellence of our global support delivery. The ideal candidate will bridge 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 provide best-in-class service, and thereby influencing our customer experience. 

Responsibilities 

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

• Analyze current support processes and identify opportunities for improvement through automation and digital workflows. 

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

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

• Support the implementation and customization of ServiceNow CSM modules. 

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

• Provide 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 third-party systems into existing support platforms to ensure a seamless user experience. 

• Develop 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 within a B2B enterprise software technical support environment  

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

• Demonstrable experience driving system changes and process improvements for a major CRM or ticketing platform (e.g., ServiceNow, Salesforce, Zendesk). Direct hands-on experience with ServiceNow 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 liaison between a business function, translating business needs into technical requirements. 

• Strong problem-solving skills with a track record of driving innovative solutions from analysis through to implementation. 

• Excellent communication and presentation skills, with the ability to confidently convey complex ideas 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 related 

What We Offer

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

• An exciting career as an integral 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 groups. 

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

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