Business Systems Analyst, Customer Support
4 weeks ago
As a Business Systems Analyst for Customer Support at the American Physical Society, you will play a crucial role in managing and enhancing our customer support platforms, including ticketing systems, help desks, and knowledge management tools. Your expertise will drive system optimization and process improvements to ensure a seamless customer experience.
Key Responsibilities:
Configure and optimize support systems to enhance workflows and meet business needs.
Implement system automations, integrations, and custom workflows to increase efficiency.
Maintain accurate system documentation and ensure compliance with best practices.
Business Analysis:
Analyze support data to identify trends, monitor performance, and provide actionable insights.
Investigate recurring issues through in-depth business analysis, identify root causes, and recommend long-term solutions to improve operational efficiency.
Proactively assess current support processes and systems to identify opportunities for improvement, using data-driven insights to influence business decisions and optimize performance.
Troubleshooting:
Act as a point of contact for complex system-related issues, collaborating with IT and vendors to resolve problems.
Ensure timely, effective support to minimize disruptions and maintain system uptime.
Handle escalated help desk issues, ensuring proper follow-up and resolution.
Knowledge Management:
Develop and maintain internal and customer-facing knowledge bases, ensuring accuracy and standardization.
Create content strategies for self-service tools to support customers and staff.
Train customer support staff on system tools and best practices, ensuring effective usage.
Requirements:
Bachelor's degree in Computer Science, Information Systems, or a related field (directly relevant work experience in lieu of degree accepted).
Minimum of 5 years of experience in customer support or IT roles.
Minimum of 3 years of experience managing and configuring support platforms (e.g., Zendesk, Jira).
Proven ability to implement, optimize, and automate support systems and workflows.
Experience building and maintaining customer-facing knowledge bases.
Strong understanding of customer support workflows and system administration best practices.
Familiarity with system integration, data migration, and API management.
Proficiency in analytics tools for performance monitoring and reporting.
Expertise in configuring, administering, and optimizing support systems.
Ability to analyze data, identify trends, and generate insights.
Skilled in diagnosing and resolving system-related issues efficiently.
Strong communication skills, capable of translating technical requirements for non-technical stakeholders.
Experience managing system implementation projects.
Proven ability to design and implement process improvements and automation.
Ability to create detailed technical documentation and training materials.
Benefits:
The American Physical Society offers a dynamic work environment with an outstanding total compensation package, including salary, benefits, and paid time off. We value diversity and welcome candidates from a variety of backgrounds. If you are a motivated and detail-oriented individual with a passion for customer support and system optimization, we encourage you to apply for this exciting opportunity.
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