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Senior Business Technology Support Analyst

2 months, 1 week ago
Philippines
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Confluence JIRA PowerShell Python Tableau
Apply Now
Workato

Workato

Workato is the Enterprise Automation Platform that enables seamless integration and automation of workflows for both business and IT teams, utilizing AI-powered technology for efficient outcomes.

IT Services
251-1K
Founded 2013
$415M raised
View All Jobs 8

Description

  • Own and resolve complex technical issues across collaboration tools, endpoint management, SaaS platforms, and user access.
  • Manage the ticketing system and support workflows while meeting SLA, CSAT, and operational targets.
  • Analyze support trends to identify root causes, systemic issues, and process improvement opportunities.
  • Improve the user lifecycle process, including provisioning, deprovisioning, access audits, identity management, and automation.
  • Use enterprise solutions and automation platforms to streamline support operations and accelerate issue resolution.
  • Lead internal IT initiatives such as onboarding automation, SaaS rollouts, AI-enabled solutions, workflow optimization, and process redesign.
  • Create SOPs, process maps, and internal knowledge base content to strengthen documentation and knowledge sharing.
  • Deliver training and onboarding experiences that help employees adopt workplace technologies and AI capabilities.
  • Contribute to cross-functional efforts including audits, compliance, AI adoption, governance, and service improvement.

Requirements

  • 5+ years of experience in IT Support, Service Desk, or Business Technology roles in fast-paced, high-growth environments.
  • Advanced troubleshooting skills across hardware, software, identity systems, productivity platforms, and modern SaaS environments.
  • Experience administering Jira, Confluence, ServiceNow, and reporting tools such as Sigma or Tableau.
  • Experience with identity and access management, lifecycle automation, and user provisioning tools such as SCIM, Google Admin, and Okta Workflows.
  • Proven success managing IT projects from scoping and stakeholder alignment through implementation, documentation, and change management.
  • Experience with automation platforms such as Workato and scripting tools such as Google Apps Script, PowerShell, or Python.
  • Experience using enterprise AI tools such as ChatGPT Enterprise, Claude, or Gemini to improve support and productivity.
  • Familiarity with support dashboards, service metrics, and data-driven decision making.
  • Strong ownership, accountability, problem-solving, communication, organization, and cross-functional collaboration skills.
  • Comfort working in dynamic, fast-paced environments with a customer-first mindset.

Benefits

  • Flexible, trust-oriented work culture with strong ownership.
  • Vibrant and dynamic work environment.
  • Benefits that support work-life balance and self-care.
  • Recognized as a top remote-friendly company.
  • Opportunity to work at a high-growth company trusted by many Fortune 500 enterprises.

Interested in this position?

Apply directly on the company website

Apply Now

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