Senior Support Business Analyst

 

Position Title: Senior Support Business Analyst

Location: Home-Based

 

Position Summary:

 

We are seeking an experienced and results-oriented Senior Support Business Analyst to support the development, implementation and optimization of our platforms and processes within our Global Technical Support (GTS) organization.

 

This role requires a deep understanding of business processes related to a technical support organization and a strong background in ServiceNow CSM. The ideal candidate will bridge the gap between business needs and technical solutions, leveraging data driven insights to ensure seamless platform configurations that enhance technical support and customer service operations and improve user experience.

 

 

Your Day-to-Day:

 

• 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.
• Provide ongoing platform support for our internal GTS colleagues, resolving issues 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, particularly ServiceNow CSM.

 

 

 

What You Bring to The Team:

 

• 8+ years of experience as a Support Business Analyst in an enterprise Technical Support Organization.
• Strong problem-solving skills with the ability to recommend and drive implementation of innovative solutions.
• Excellent communication skills, with the ability to present complex ideas clearly to both technical and non-technical audiences.
• Proven experience gathering, analyzing, and documenting business requirements, and then using project management skills to drive implementation.
• Experience in support agent and customer experience initiatives and digital transformation.
• High emotional intelligence and ability to collaborate effectively with internal and external stakeholders.
• Bachelor's degree (or higher) in Computer Science, Information Systems, or a related field

 

 

 

What We Offer:

• A great Team and culture – please see our Recruitment Video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Competitive Salary and benefits.