Support Business Systems Analyst

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

We are looking for a self-motivated and technically oriented Business Systems Analyst – Enterprise AI Support to join our dynamic IT team.

As a key member of the team, you will play an important role in supporting and enhancing enterprise AI capabilities used across the organization. You will work closely with IT, business stakeholders, AI platform teams, vendors, and end users to understand business needs, identify opportunities for AI adoption, improve support processes, and ensure reliable and effective AI-enabled solutions.

This role combines business analysis, enterprise application support, AI technologies, process optimization, automation, and user experience.

As an Enterprise AI Support BSA, you will help drive the adoption and effective use of AI across the enterprise. You will analyze business requirements, identify opportunities to leverage AI and automation, support AI-enabled solutions, and continuously improve the overall employee experience.

You will also help establish scalable support processes, documentation, knowledge management, reporting, and governance practices for enterprise AI solutions.

• Enterprise AI Support: Provide functional support for enterprise AI applications, platforms, assistants, and AI-enabled business solutions.
• Requirements Gathering: Partner with business and IT stakeholders to understand requirements, pain points, use cases, and opportunities for AI adoption.
• Business Process Analysis: Analyze existing processes and identify opportunities to simplify, automate, or enhance workflows using AI and automation.
• AI Use Case Development: Identify, evaluate, and document practical AI use cases that can improve productivity, employee experience, and operational efficiency.
• Solution Design: Work with technical teams to translate business requirements into scalable AI-enabled solutions.
• AI Incident & Issue Management: Investigate functional issues, analyze root causes, coordinate with appropriate technical teams and vendors, and ensure timely resolution.
• Continuous Improvement: Identify opportunities to eliminate repetitive activities, automate support processes, and improve resolution times.
• Testing & Validation: Develop test scenarios, test scripts, and acceptance criteria for AI solutions and enhancements. Validate AI responses and functionality against business requirements.
• Knowledge Management: Create and maintain knowledge articles, user guides, FAQs, support documentation, and AI use-case documentation.
• User Enablement: Support end users through training, documentation, communications, and adoption initiatives for enterprise AI capabilities.
• AI Adoption & Governance: Help establish and maintain standards around responsible AI usage, access, data handling, security, and governance in collaboration with relevant teams.
• Reporting & Analytics: Develop dashboards and reports to measure AI adoption, usage, support trends, automation benefits, and overall solution performance.
• Cross-functional Collaboration: Partner with IT operations, security, data, engineering, business teams, and other stakeholders to deliver effective enterprise AI solutions.
• Innovation: Stay current with emerging Generative AI capabilities and identify opportunities to apply new technologies to enterprise support and business processes.
• Training & Enablement: Conduct training and enablement sessions for enterprise AI solutions to drive awareness, adoption, and effective usage.

The role will work across a variety of enterprise technologies and AI capabilities, which may include:

• Generative AI / Enterprise AI platforms
• AI Assistants and Copilots
• ITSM and Service Management platforms
• Knowledge Management platforms
• Automation and workflow tools
• SaaS applications and enterprise business systems
• APIs and system integrations
• Analytics and reporting platforms
• Collaboration and productivity platforms

• Bachelor’s degree in Computer Science, Information Technology, Business Systems, or a related technical field; equivalent experience may be considered.
• 5–8 years of experience in IT, Business Systems Analysis, application support, ITSM, or a related technology function.
• Hands-on experience supporting enterprise applications, business systems, or IT service management environments.
• Strong understanding of Generative AI and enterprise AI concepts, including AI assistants, LLM-based solutions, prompt engineering, AI automation, and AI-enabled workflows.
• Experience identifying and documenting business requirements, process flows, functional requirements, and use cases.
• Demonstrated ability to analyze business processes and identify opportunities for automation, optimization, and continuous improvement.
• Experience working with technical teams to design, implement, test, and support technology solutions.
• Strong analytical and problem-solving skills with the ability to investigate complex issues and drive them to resolution.
• Experience developing test plans, test cases, conducting UAT, and validating solutions against business requirements.
• Strong documentation and knowledge-management skills.
• Experience creating reports, dashboards, and metrics to measure system performance, adoption, and operational effectiveness.
• Strong understanding of IT service management concepts and ITIL practices is preferred.
• Experience with modern ITSM platforms such as Jira Service Management, ServiceNow, or similar platforms is preferred.
• Experience with AI platforms, copilots, chatbots, automation platforms, or enterprise AI implementations is preferred.
• Experience working with APIs, integrations, SaaS applications, or workflow automation is a plus.
• Strong communication and stakeholder-management skills, with the ability to work effectively with both technical and non-technical audiences.
• Ability to work independently, manage multiple priorities, and operate effectively in a fast-changing technology environment.
• A continuous-learning mindset and strong interest in emerging AI technologies.

Success in this role will be measured through:

• Increased adoption and effective utilization of enterprise AI capabilities.
• Improved employee experience and satisfaction with AI-enabled solutions.
• Reduction in repetitive manual activities through AI and automation.
• Improved support resolution time and operational efficiency.
• Successful delivery of AI use cases and enhancements.
• Quality and accuracy of AI support documentation and knowledge content.
• Effective management and resolution of AI-related incidents and issues.
• Strong stakeholder engagement and successful adoption of new AI capabilities.
• Continuous identification and implementation of new AI opportunities.

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world. 

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off 
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave 
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing  

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to [email protected].