Business Systems Analyst III

Summary

Join Smartsheet's Self-Service and Systems team as an experienced Business Systems Administrator. You will be responsible for implementing and maintaining AI-related tools and resources within various software solutions used by the technical support organization. Partner with internal teams and vendors to identify areas for AI implementation, build and maintain models, and assist business leaders in utilizing AI features. This role involves developing an AI strategy, creating reports and data collection systems, analyzing model functionality, and collaborating on best practices. You will contribute to the overall success of the support organization by driving efficiency and business SLAs. The position requires significant experience with AI technologies, programming languages, and data analysis.

Requirements

• Bachelor’s degree, preferably in a relevant field such as computer science, computer engineering, business, or other related field
• 8+ years of experience with at least 3 years in technology, technical support, or customer support role and at least 3 years experience working with technology that utilized various forms of artificial intelligence including large language models, generative responses, or other related
• Strong understanding of language processing methods, machine learning techniques, and deep learning models
• Experience with building and/or fine-tuning large language models, as well as traditional machine learning models
• Experience with designing and developing AI prompts, relevance rules, and other related  using large language models, including in Coveo, Salesforce, GPT or ChatGPT and other solutions, including Amazon Lex
• Proficiency in programming languages such as Python, or other related, for automation of tasks or to generate reports or run repetitive tasks
• Analytical thinking skills for data driven decision making and for defining and measuring success metrics
• Strong organizational and time management skills with a high attention to detail
• Ability to successfully manage multiple projects, tasks, and assignments simultaneously
• Proactive, resourceful, and solution-oriented with the ability to translate business requirements into technical action items
• Strong verbal and written communication skills, including the ability to communicate with and manage expectations of senior executives and their staff with confidence

Responsibilities

• Partner with other leaders and individuals within the support organization to identify, implement, maintain, and report on performance of AI solutions including features provided by system vendors used by the support organization
• Assist in the development and rollout of an overall AI strategy for the technical support organization and for customer self-help and deflection
• Lead the develop and maintenance reports, data collection systems, data analytics, AI models, and other resources within vendor solutions including Coveo, Salesforce, and other related vendor solutions used by the technical support organization
• Analyze AI model functionality and usage to identify opportunities to improve models and to expand and improve usage by the technical support team
• Work with others in the Smartsheet organization to create and maintain reporting used to make business decisions and drive meaningful change within the technical support organization
• Collaborate with others in the Smartsheet organization to develop, maintain, and implement best practices that guide our usage, maintenance, and ensure language models adhere to relevant regulations and industry standards, promoting ethical and transparent practices
• Contribute to the overall success of the Support organization by leading and driving programs and initiatives that help uplift efficiency and drive business SLAs
• Other Duties as assigned

Preferred Qualifications

Knowledge of APIs and API Tools and experience with API monitoring tools to assess integration performance is a plus

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Sick Time Off
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)