Associate Business Analyst

Provides support to our business customers for in-house applications in a call center setting

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  Manage inbound and outbound phone calls in a timely manner for issues described by the customer and track through ServiceNow tickets. Average of 60 phone calls a week.

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  Responds to an average of 50 ServiceNow Incidents/Requests submitted by the customer for support and work toward a resolution

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  Simulates or recreates user problems to resolve operating difficulties

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  Interacts with application support teams to restore service and/or identify and correct core problems

Assists with login-related issues and works to resolve them

Ensures efforts comply with the agreed-upon SLAs

Provides Customer Service with timely results

Creates/updates documentation to enhance our current Knowledge Base and identify  enhancements for our current processes

Uses approved AI tools to assist with ticket summarization, issue categorization, knowledge article drafting, and customer communication while validating accuracy before use.

Applies sound judgment when using AI-generated recommendations, ensuring outputs are reviewed, accurate, appropriate, and aligned with company policies.

Assists with testing and feedback for AI-enabled support tools, including virtual agents, Copilot-style assistants, ticket routing, and knowledge recommendation features.

Ability to send communication emails to a large number of employees or business partners

Ability to develop effective working relationships with staff and peers in a team environment

Develop a strong knowledge of our highly available Applications

Develop and maintain strong, strategic working relationships with the Information Technology group and business customers

Performs other duties as assigned

Experience with Microsoft 365 Copilot, ServiceNow AI capabilities, virtual agents, chatbots, or similar AI-enabled productivity/support tools is preferred.

Awareness of responsible AI practices, including data privacy, confidentiality, bias, accuracy validation, and appropriate human oversight.

Ability to write clear prompts and refine AI-generated responses for accuracy, tone, and business context.

Willingness to learn and adopt new AI-enabled tools used in IT service management, knowledge management, reporting, and customer support