Business Technology Support Analyst

Summary

Join Workato as a Business Technology Support Analyst and contribute to managing and evolving internal support operations. You will resolve complex technical issues, optimize support workflows, analyze support trends, and improve the user lifecycle process. Responsibilities include leading IT initiatives, creating documentation, delivering employee training, and contributing to cross-functional projects. The ideal candidate possesses 5+ years of experience in IT support and advanced troubleshooting skills across various tools and platforms. Strong ownership, problem-solving abilities, and effective communication are essential. Workato offers a vibrant and dynamic work environment with a multitude of benefits.

Requirements

• 5+ years in IT Support, Service Desk, or Business Technology roles in fast-paced, high-growth environments
• Advanced troubleshooting skills across hardware, software, identity systems (e.g., Okta), and productivity tools (e.g., Google Workspace, Slack, Zoom)
• Comfortable using and maintaining ticketing and documentation platforms (Jira, Confluence, ServiceNow) and reporting with tools like Sigma
• Experience with identity/access management, lifecycle automation, and user provisioning (e.g., SCIM, Google Admin, Okta Workflows)
• Demonstrated success managing and delivering IT projects from scoping and stakeholder alignment to execution and documentation
• Exposure to or proficiency in automation platforms (e.g., Workato) and scripting (e.g., Google Apps Script, PowerShell)
• Familiarity with support dashboards, service metrics, and tools like Sigma or Tableau
• Demonstrates strong ownership and accountability; proactively identifies issues and implements effective solutions with minimal oversight
• Possesses advanced diagnostic and problem-solving capabilities, with a focus on addressing root causes rather than surface-level symptoms
• Balances day-to-day support demands with a strategic approach to long-term process and service improvements
• Communicates complex technical concepts clearly to non-technical stakeholders and facilitates effective cross-functional collaboration
• Maintains a high level of organization and attention to detail, ensuring consistent documentation and scalable IT operations
• Thrives in dynamic, fast-paced environments while maintaining composure and focus under pressure
• Committed to enhancing the employee experience through proactive, user-centric, and high-impact IT support delivery

Responsibilities

• Owning and resolving complex, high-impact technical issues across collaboration tools, endpoint management, SaaS platforms, and user access
• Managing and optimizing our ticketing system and support workflows (e.g., Jira), ensuring SLAs, CSAT targets, and operational metrics are consistently met
• Analyzing support trends and proactively identifying root causes, systemic issues, and automation opportunities
• Improving and owning the user lifecycle process: provisioning, deprovisioning, access audits, and identity management (Okta, Google Admin, SCIM)
• Leading internal IT initiatives and projects from onboarding automation to SaaS rollouts and process redesign
• Driving documentation efforts, building detailed SOPs, process maps, and internal KB articles to scale support and improve self-service
• Delivering training and onboarding experiences for employees to boost productivity and tool adoption
• Contributing to cross-functional initiatives, including SaaS rollouts, audits, compliance, and internal tool improvements