Support Business Analyst

Support Business Analyst Location: Ireland, Poland Work Mode: Hybrid or Home based Position Summary: We are seeking an experienced and results-oriented 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, ensuring 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 the 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 the adoption and effective use of our platforms, particularly ServiceNow CSM.

What You Bring to The Team:

• 5+ years of experience as a Support Business Analyst
• 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.
• 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 or equivalent work and/or training experience.

About Bentley Systems: Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications. #J-18808-Ljbffr