BT Support Analyst

We’re looking for a Business Technology Support Analyst who can be the trusted go-to for our internal teams. You’ll play a key role in keeping our systems running smoothly and our employees empowered to do their best work — all while identifying opportunities to improve the support experience and scale our operations. This isn’t just ticket triage. It’s a chance to be part of a fast-moving, automation-first BT organization where your work will directly influence productivity, culture, and the digital employee experience.

You will also be responsible to:

• Act as the primary point of contact for internal users, resolving a broad range of technical issues with empathy, efficiency, and clear communication.

• Log, triage, and resolve incidents and service requests using an enterprise ticketing system; escalate effectively and ensure alignment with SLA and compliance standards.

• Create and maintain support documentation, FAQs, process guides and playbooks, to drive self-service adoption and operational scalability.

• Deliver training and onboarding for core collaboration and productivity tools (e.g., Google Workspace, Slack, Zoom), while promoting digital fluency across teams.

• Analyze support trends to identify recurring issues and contribute to root cause analysis, enabling long-term, preventative solutions over temporary fixes.

• Collaborate cross-functionally with Business Technology, Security, and People Ops on user lifecycle management, system rollouts, and access governance.

• Monitor and report on key support metrics (e.g., CSAT, ticket volume, MTTR), contributing to real-time dashboards and performance optimization initiatives.

• Proactively identify and address process inefficiencies, recommending and supporting the implementation of automation and workflow improvements to enhance service delivery.

• 3–5 years of progressive experience in Technical Support, IT Helpdesk, or Customer Success, with a proven track record of managing complex user environments and delivering high-quality service in fast-paced settings.

• Exceptional analytical and troubleshooting skills, with a methodical approach to identifying root causes and implementing effective, scalable solutions. 

• Proficient in enterprise-grade ticketing and collaboration tools such as Jira, Slack, Zoom, and Google Workspace; adept at navigating cross-functional workflows and service queues.

• Experienced in diagnosing and resolving a wide range of hardware, software, and SaaS-related issues, including user access, endpoint management, and application integration challenges.

• Highly detail-oriented with strong documentation habits, ensuring knowledge base growth and operational continuity through clear, structured reporting and process tracking.

• User-focused mindset with a passion for leveraging technology to enhance employee experience, streamline support delivery, and foster continuous improvement across IT services.

• Experience supporting remote and globally distributed teams.

• ITIL or Six Sigma certified (Green-Black Belt) or Scrum Certifications. 

• Familiar with automation tools (e.g., Workato or similar)

• Strong grasp of IAM tools like Okta and Google Admin

• Proficient with Jira, Confluence, and related platforms.

• Exposure to data visualization tools (e.g., Sigma)

• Strong business analysis skills—requirements gathering, process mapping, stakeholder engagement.

• Familiar with SaaS ecosystems (e.g., Salesforce, Zendesk, ServiceNow) and their business impact.

• Comfortable working with cross-functional teams in a high-growth, fast-paced environment.

• Detail-oriented with a focus on operational efficiency and continuous improvement.

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, or uncovering new ways to scale internal services, your work will matter, and your voice will be heard.