Senior Business Technology Support Analyst

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About the role

About Workato Workato is the leading Control and Execution Platform for Enterprise AI — the neutral platform enterprises trust to put AI to work across their business. Workato unifies data, applications, and processes into a single platform so AI can reliably orchestrate business processes in production at enterprise scale. Built on more than a decade of running mission-critical processes for over half the Fortune 500 — including Nasdaq, Amazon, Cisco, Vodafone, Atlassian, and Lucid Motors — Workato turns over 14,000 enterprise systems AI needs to act on into one governed execution layer. For more information, visit 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 are looking for an exceptional Senior Business Technology Support Analyst to join our growing team. In this role, you will manage and evolve our internal support operations, ensure the efficient resolution of technical issues, and drive scalable improvements across tools, workflows, automation, AI capabilities, and the employee experience. 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, implementing AI-powered workflows, or discovering innovative ways to scale internal technology services, your work will directly enhance the employee experience, and your voice will help shape the future of Business Technology. In this role, y ou will also be responsible to: • 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 to proactively identify root causes, systemic issues, and opportunities to improve processes through automation, AI, and self-service. • Improving and owning the user lifecycle process, including provisioning, deprovisioning, access audits, identity management (Okta, Google Admin, SCIM), and lifecycle automation. • Leveraging enterprise solutions and automation platforms to streamline support operations, accelerate issue resolution, improve knowledge discovery, and deliver exceptional employee experiences. • Leading internal IT initiatives and projects from onboarding automation and SaaS rollouts to AI-enabled solutions, workflow optimization, and process redesign. • Driving documentation efforts by building detailed SOPs, process maps, and internal knowledge base articles while utilizing AI to accelerate content creation, improve accuracy, and enhance knowledge accessibility. • Delivering engaging training and onboarding experiences that empower employees to effectively adopt workplace technologies, automation, and AI capabi

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