Business Systems Support Analyst

Position Summary: 

The Business Systems Support Analyst provides daily technical and functional support for core business applications, enterprise systems, reporting tools, and process workflows used by operations and shared services teams. This role ensures business users can effectively access, navigate, and rely on critical systems that support finance, accounting, human resources, procurement, project administration, document management, reporting, communication, and other enterprise business processes. The Business Systems Support Analyst emphasizes excellent customer service, practical troubleshooting, strong communication with business and IT teams, and timely resolution of business system and application-related issues. This role is expected to maintain business systems proficiency, participate in system enhancement projects, support process improvements, and document support efforts in a consistent and reliable manner. 

Responsibilities: 

The Business Systems Support Analyst is responsible for the following: 

• Business Systems Support 

• Provide responsive, daily support for business system and application requests, incidents, and problems via phone, incident management systems, support chat channels, and direct engagement with business users. 

• Maintain functional and technical proficiency in core business platforms, enterprise applications, reporting tools, and workflows that support finance, accounting, human resources, procurement, project administration, document management, communication, and other enterprise business processes. 

• Assist business and support team members by resolving escalated business system issues and sharing practical troubleshooting techniques. 

• Use application administration, reporting, workflow, and remote support tools to deliver efficient support for business users and systems. 

• Record and update detailed notes on all business system support requests, tasks, and issue patterns in the incident tracking system. 

• Provide support outside standard business hours when critical business processes require timely resolution of escalated application issues. 

• Troubleshooting and Issue Resolution 

• Analyze and resolve business system, application, integration, data entry, reporting, access, configuration, and workflow issues, including recurring or isolated problems. 

• Address application configuration, user setup, system access, role permissions, and workflow readiness issues while ensuring alignment with governance standards for business system administration. 

• Research data, integration, access, reporting, configuration, and transaction issues related to business systems and applications, and coordinate resolution with application owners or vendors as needed. 

• Use application, reporting, data, workflow, and monitoring tools to diagnose performance, usability, access, and data-related issues impacting business users. 

• Maintain a thorough understanding of business systems and enterprise business processes, including: 

• Core business applications and enterprise systems 

• Finance, accounting, human resources, procurement, project administration, document management, reporting, communication, and related business workflows 

• Reporting, integrations, user access, system configuration, and business process support options 

• Business Systems Access and Administration 

• Create, manage, and suspend application and business system access while ensuring proper approvals, documentation, and audit readiness. 

• Validate business system and application permissions in line with job roles, department responsibilities, business processes, and operational requirements. 

• Utilize defined processes to support onboarding, offboarding, department changes, role transitions, and access changes for business system and application users. 

• Training and Documentation 

• Provide practical guidance and basic user training on business systems, enterprise applications, reporting tools, workflow processes, and core platforms, helping business users navigate common tasks, follow documented procedures, and escalate more complex questions when needed. 

• Assist users with application navigation, system access, single sign-on tools, reporting, workflow steps, and business system best practices. 

• Develop and update FAQs, quick-reference guides, and standard operating procedures for business users, shared services teams, department stakeholders, and support staff. 

• Participate in and lead training sessions for support team members and business users on specific applications, processes, reporting tools, and system changes. 

Education & Certification: 

• Bachelor’s degree in Business, Information Technology, Computer Science, Engineering, Finance, or a related field preferred. 

• Certifications or training related to IT service management, business analysis, enterprise applications, reporting tools, Microsoft platforms, or business process improvement preferred. 

Experience:

• 3 years of related experience supporting business systems, enterprise applications, reporting tools, Microsoft platforms, or IT support functions.

Required Skills and Competencies: 

• Technical Proficiency: Expertise in incident management systems, enterprise SaaS solutions, business applications, reporting tools, application administration, data workflows, and Microsoft productivity suites. 

• Problem Solving: Advanced troubleshooting and diagnostic skills for business systems, application, workflow, access, reporting, integration, configuration, and data-related issues. 

• Communication: Strong verbal and written communication skills with a focus on delivering clear, practical support to business and IT users. 

• Interpersonal Skills: Adaptable, detail-oriented, and able to work effectively with business teams, operations leaders, shared services teams, vendors, and IT colleagues in fast-paced environments. 

• Personal Attributes: High ethical standards, strong decision-making ability, practical judgment, and a sense of urgency and accuracy when supporting business operations. 

Work Environment and Physical Demands: 

• Work is primarily performed in office environments, with occasional visits to other company locations to support business processes, system adoption, training, or issue resolution. These visits may involve standard office, administrative, or operational settings. 

• Frequent use of office equipment, business applications, reporting tools, and collaboration platforms is required, along with occasional mobility around office and administrative work areas. 

• Oral and auditory capacity is necessary for effective communication through various channels. 

Travel Requirements: 

• Occasional travel to office locations and other company sites within the company’s footprint. Overnight travel may occasionally be required.