BT Support Analyst

4 Weeks ago • 3-5 Years

Job Summary

Job Description

The Business Technology Support Analyst will be the go-to person for internal teams, ensuring systems run smoothly and employees are empowered. The role involves resolving technical issues, creating support documentation, delivering training, analyzing support trends, collaborating with other teams on user lifecycle management, and monitoring support metrics. The analyst will identify and address process inefficiencies and recommend automation and workflow improvements to enhance service delivery. This role offers the chance to contribute to a fast-moving, automation-first BT organization, influencing productivity, culture, and digital employee experience. The analyst will act as the primary point of contact for internal users, resolving a broad range of technical issues with empathy, efficiency, and clear communication.
Must have:
  • 3-5 years experience in Technical Support or IT Helpdesk.
  • Exceptional analytical and troubleshooting skills.
  • Proficient in ticketing and collaboration tools like Jira, Slack, Zoom, and Google Workspace.
  • Experienced in diagnosing and resolving hardware, software, and SaaS-related issues.
  • Detail-oriented with strong documentation habits.
Good to have:
  • Experience supporting remote and globally distributed teams.
  • ITIL or Six Sigma certified or Scrum Certifications.
  • Familiar with automation tools like Workato.
  • Strong grasp of IAM tools like Okta and Google Admin.
  • Proficient with Jira, Confluence, and related platforms.
  • Exposure to data visualization tools like Sigma.
  • Strong business analysis skills.
  • Familiar with SaaS ecosystems like Salesforce, Zendesk, ServiceNow.

Job Details

About Workato

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

Why join us?

Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company. 

But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives. 

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Also, feel free to check out why:

  • Business Insider named us an “enterprise startup to bet your career on”

  • Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world

  • Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

  • Quartz ranked us the #1 best company for remote workers

Responsibilities

We’re looking for a Business Technology Support Analyst who can be the trusted go-to for our internal teams. You’ll play a key role in keeping our systems running smoothly and our employees empowered to do their best work — all while identifying opportunities to improve the support experience and scale our operations. This isn’t just ticket triage. It’s a chance to be part of a fast-moving, automation-first BT organization where your work will directly influence productivity, culture, and the digital employee experience.

You will also be responsible to:

  • Act as the primary point of contact for internal users, resolving a broad range of technical issues with empathy, efficiency, and clear communication.

  • Log, triage, and resolve incidents and service requests using an enterprise ticketing system; escalate effectively and ensure alignment with SLA and compliance standards.

  • Create and maintain support documentation, FAQs, process guides and playbooks, to drive self-service adoption and operational scalability.

  • Deliver training and onboarding for core collaboration and productivity tools (e.g., Google Workspace, Slack, Zoom), while promoting digital fluency across teams.

  • Analyze support trends to identify recurring issues and contribute to root cause analysis, enabling long-term, preventative solutions over temporary fixes.

  • Collaborate cross-functionally with Business Technology, Security, and People Ops on user lifecycle management, system rollouts, and access governance.

  • Monitor and report on key support metrics (e.g., CSAT, ticket volume, MTTR), contributing to real-time dashboards and performance optimization initiatives.

  • Proactively identify and address process inefficiencies, recommending and supporting the implementation of automation and workflow improvements to enhance service delivery.

Requirements

Qualifications / Experience / Technical Skills

  • 3–5 years of progressive experience in Technical Support, IT Helpdesk, or Customer Success, with a proven track record of managing complex user environments and delivering high-quality service in fast-paced settings.

  • Exceptional analytical and troubleshooting skills, with a methodical approach to identifying root causes and implementing effective, scalable solutions. 

  • Proficient in enterprise-grade ticketing and collaboration tools such as Jira, Slack, Zoom, and Google Workspace; adept at navigating cross-functional workflows and service queues.

  • Experienced in diagnosing and resolving a wide range of hardware, software, and SaaS-related issues, including user access, endpoint management, and application integration challenges.

  • Highly detail-oriented with strong documentation habits, ensuring knowledge base growth and operational continuity through clear, structured reporting and process tracking.

  • User-focused mindset with a passion for leveraging technology to enhance employee experience, streamline support delivery, and foster continuous improvement across IT services.

Soft Skills / Personal Characteristics

  • Experience supporting remote and globally distributed teams.

  • ITIL or Six Sigma certified (Green-Black Belt) or Scrum Certifications. 

  • Familiar with automation tools (e.g., Workato or similar)

  • Strong grasp of IAM tools like Okta and Google Admin

  • Proficient with Jira, Confluence, and related platforms.

  • Exposure to data visualization tools (e.g., Sigma)

  • Strong business analysis skills—requirements gathering, process mapping, stakeholder engagement.

  • Familiar with SaaS ecosystems (e.g., Salesforce, Zendesk, ServiceNow) and their business impact.

  • Comfortable working with cross-functional teams in a high-growth, fast-paced environment.

  • Detail-oriented with a focus on operational efficiency and continuous improvement.

This role is a great opportunity to grow your impact in a world-class business technology team. Whether you're improving first-response times, automating onboarding, or uncovering new ways to scale internal services, your work will matter, and your voice will be heard.

(REQ ID: 2090)

Similar Jobs

Nice - Strategic Account Executive

Nice

United States (Remote)
3 Days ago
Capgemini - Application Consultant - B

Capgemini

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Globalization Partners - IT Helpdesk Support

Globalization Partners

Singapore (Hybrid)
1 Month ago
NCR Voyix - Software Engineer IV - Java

NCR Voyix

Hyderabad, Telangana, India (On-Site)
1 Month ago
Autodesk - Data Engineering, Manager

Autodesk

Toronto, Ontario, Canada (On-Site)
4 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Pragma - Marketing Manager

Pragma

United States (Remote)
3 Months ago
Veeam Software - Application Security Engineer

Veeam Software

Prague, Czechia (Remote)
1 Month ago
USE Insider - PST Director - Korea

USE Insider

Seoul, South Korea (Hybrid)
8 Months ago
NCR Voyix - Software Engineer III

NCR Voyix

Chennai, Tamil Nadu, India (On-Site)
1 Month ago
Lurkit - Platform Execution Specialist (Project-Based)

Lurkit

Stockholm, Stockholm County, Sweden (Remote)
2 Months ago
Sprinkler - Project Manager

Sprinkler

Brazil (Remote)
2 Weeks ago
Jam City - Corporate IT Security Engineer

Jam City

Los Angeles, California, United States (Remote)
1 Week ago
Reltio - Senior AI Engineer

Reltio

Bengaluru, Karnataka, India (Hybrid)
2 Weeks ago
appier - Ad Sales, Advertising Solution

appier

Taipei City, Taiwan (On-Site)
1 Month ago
Imanage - Senior Field Marketing Manager

Imanage

Chicago, Illinois, United States (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Muntinlupa, Metro Manila, Philippines

Nagarro - Content Proofer

Nagarro

Cebu City, Central Visayas, Philippines (On-Site)
8 Months ago
Testronic - QA Manager

Testronic

Mandaluyong City, Metro Manila, Philippines (On-Site)
1 Week ago
Amber - Senior Financial Accounting Specialist

Amber

Manila, Metro Manila, Philippines (On-Site)
11 Months ago
PwC - Assistant Manager - Internal Audit

PwC

Makati City, Metro Manila, Philippines (On-Site)
9 Months ago
PwC - Custom Classification Associate

PwC

Pasig, Metro Manila, Philippines (On-Site)
9 Months ago
Oliver Agency - Copywriter

Oliver Agency

Manila, Metro Manila, Philippines (Remote)
1 Month ago
PwC - AC Manila - Accounting Manager

PwC

Metro Manila, Philippines (On-Site)
8 Months ago
Keywords Studios - Talent Acquisition Intern

Keywords Studios

Pasig, Metro Manila, Philippines (Hybrid)
3 Months ago
bytedance - Search Operation Quality Assurance - Ads

bytedance

Pasig, Metro Manila, Philippines (On-Site)
8 Months ago
Nagarro - Staff Consultant

Nagarro

Cebu City, Central Visayas, Philippines (On-Site)
8 Months ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Workato empowers enterprises to transform their business operations by orchestrating business processes end-to-end and operationalizing AI across the entire organization. Designed with best-in-class security and governance, scalability, performance, and availability, Workato’s low-code, no-code platform makes it easy for IT and business teams to orchestrate their applications, data, and experiences.


With our democratized approach to enterprise orchestration, business technologists are empowered to fuel their organization’s digital transformation. Workato is trusted by over 20,000 of the world's top brands, including Broadcom, Intuit, and Box.

Muntinlupa, Metro Manila, Philippines (On-Site)

New York, United States (On-Site)

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

Palo Alto, California, United States (On-Site)

New York, United States (On-Site)

Palo Alto, California, United States (On-Site)

Barcelona, Catalonia, Spain (On-Site)

San Francisco, California, United States (On-Site)

Muntinlupa, Metro Manila, Philippines (On-Site)

San Francisco, California, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Workato

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug