Business Systems Support Analyst

Business Systems Support Analyst

Software Resources has an immediate job opportunity for a Business Systems Support Analyst with a major corporation in Glendale, CA. On-site 4 days per week, remote Fridays. 12+ month contract Pay Rate: $40 - $45/hr DOE

Day to day:

• Manages user access and permissions for team applications.
• Handles support requests and troubleshooting.
• Updates application tables and data as needed.
• Performs user audits.
• Supports end users and resolves system issues Approximately 380 tickets per month, or roughly one ticket per hour for a full-time employee.

Must-have skills:

• Managing work from multiple sources.
• Strong organization.
• Ability to switch between tools and priorities.
• Clearly communicating status and progress.
• Understanding how business users leverage operational and project-management tools
• Experience with AI tools or process improvement through AI would be viewed positively.
• Jira Ticketing

Job Summary:

The infrastructure analyst owns end-to-end technology success for Business Management Domain applications spanning business systems implementation and sustainment, frontline technical support, and User Management for menu projects globally. This role sits at the intersection of Business Management and Technology Operations, translating business requirements into technology solutions, driving adoption of the software roadmap, and ensuring reliable desktop, application, and user support across our company and partner Lines of Business. Reporting directly to the Sr Manager, Product Management in the Business Management Domain, the Infrastructure Analyst operates with a high degree of autonomy independently resolving complex and often ambiguous technical and process issues, implementing software and handling change management, and adoption. The role serves as the primary point of contact for squad Product Management and Engineering leadership and stakeholders on technology adoption, system performance, and support escalations. Provide frontline technical and desktop support (Windows and Mac) for all Imagineers and Third-Party Vendors globally, troubleshooting and resolving complex system and application issues. Own the issue tracking / ServiceDesk (JIRA) system: triage, ticket management, and resolution oversight. Support Software Product Managers on software setup, installation, and deployment. Direct onboarding and off boarding of Imagineers, consultants, and other Lines of Business, including profile and access management Understand, document, and articulate system and process issues; drive resolution. Document procedures, methods, and support material in Confluence; maintain currency of training and support documentation. Ensure adherence to security protocols and audit guidelines across supported systems.

Team Leadership & Vendor Management:

• Provide 1:1 mentoring and technical guidance to Imagineers and Third-Party Vendors
• Interface with and manage relationships with third-party vendors; communicate and document interactions with WDI 3rd party providers.

Required / Preferred Qualifications:

• 5-7+ years of experience in technology/business systems support, product management, or IT operations, ideally within a project-based or entertainment/creative organization associated with Business Operations.
• Strong communication skills; patience and professionalism supporting technical and user support requests across all levels, including senior stakeholders.
• Minimum three years of frontline desktop business and technical support experience across Windows and Mac platforms; expert knowledge of current Windows operating systems.
• Experience with ServiceDesk/JIRA or equivalent ticketing systems.
• Versed in security protocols and audit guidelines.
• Strong organizational skills with high attention to detail.
• Strong problem-solving, decision-making, and analytical skills.
• Ability to manage multiple, competing projects and priorities independently.
• Ability to be flexible with work schedule to support Global responsibilities.
• Self-starter, comfortable operating with minimal supervision and high autonomy.

About Software Resources:

Software Resources, founded more than 3 decades ago, is a trusted staffing partner specializing in Technology (IT, Creative, & Marketing), Finance, & Accounting placements. We work with companies nationwide that need skilled professionals and connect them with candidates like you looking for the right opportunity. We are always looking for professionals at all experience levels and in various specialties to meet our clients' hiring needs. As a member of our team, you will have access to benefits including medical, dental, and vision coverage, a 401(k) with company match, short-term disability, life insurance with AD&D.