Business Systems Support Analyst

About the role

The Business Systems Support Analyst will ensure smooth operation of global business applications, primarily Salesforce and Workday, while providing high‑quality user support. You will act as a key liaison between end‑users and technical teams, helping to resolve issues quickly and maintain service standards.

Key responsibilities

• Deliver user support for bespoke business applications, responding to queries and meeting SLA targets.
• Create and maintain knowledge‑base articles in the helpdesk tool to accelerate future resolutions.
• Investigate, analyse, and document reported defects, using SQL queries when needed, and suggest remediation.
• Identify automation opportunities within the support function and propose improvements.
• Escalate system change requests and data‑related issues to the appropriate product or technical teams.
• Generate scheduled reports, run audit queries, and assist with system implementations and training.

Required profile

• Analytical mindset with the ability to resolve complex problems.
• Strong accountability and ownership of technical issues.
• User‑focused attitude, championing end‑user needs.
• Effective communication of business changes and processes to diverse audiences.
• Confidence in explaining complex technical issues to non‑technical stakeholders.
• Excellent interpersonal skills for building positive relationships across teams.

Required skills

• Experience with Salesforce and Workday platforms.
• SQL querying skills for database investigation.
• Basic JavaScript expressions for minor scripting tasks.