We are looking for a Business Systems Analyst Analyst to join the Self-Service and Systems team.This role will partner with other members of the Self-Service and Systems team to implement and maintain AI related tools and resources within various software solutions utilized by the technical support organization. The primary role is to complete assigned and recurring tasks, which includes creating and maintaining AI powered models, reoccurring and ad-hoc reporting, and model testing and tuning, projects that ensure the efficiency and effectiveness of the AI features within utilized support systems. The position will primarily work with internal teams, system vendors, and report to the Senior Manager of the Self-Service and Systems team.

You Will:

• Work with others within the support organization to build, implement, and maintain AI solutions including features provided by system vendors used by the support organization.
• Collect, analyze, and interpret data sets to identify trends, patterns, and insights within assigned internal and vendor provided systems
• Assist with the development and maintenance of reports, data collection systems, data analytics, AI models, and other resources that optimize efficiency and functionality of systems and AI models used by technical support teams
• Collaborate with cross-functional teams to identify data requirements and ensure data accuracy and integrity
• Perform ad-hoc analysis to support business decision-making processes
• Assist in the development, maintenance, and implementation of best practices that guide our usage, maintenance, and ensure language models adhere to relevant regulations and industry standards, promoting ethical and transparent practices.
• Other Duties as assigned

You have:

• Bachelor's degree or equivalent in data science, applied statistics, computer science, business, or related field.
• 3 years of experience in the job offered or relevant professional experience in technology, technical support, or customer support role
• At least one year working in or with technology that utilizes various forms of artificial intelligence including large language models, generative responses, or other related.
• Understanding on how language processing methods, machine learning techniques, and deep learning models function
• Understanding of how AI prompts, relevance rules, and other related using large language models, including in Coveo, Salesforce, GPT or ChatGPT and other solutions, including Amazon Lex are created and maintained
• Familiarity with using programming languages such as Python, or other related, for automation of tasks or to generate reports or run repetitive tasks
• Strong organizational and time management skills with a high attention to detail
• Ability to successfully complete and maintain status of multiple projects, tasks, and other related assignments simultaneously.
• Ability to understand and create analytic reports, complete testing scenarios, and other related times based on communicated business and technical requirements.
• Ability to consolidate information from assigned projects and tasks into summary and or status reports to communicate with peers and direct managers.
• Understand of how APIs and API tools are created and maintained to build assigned reports or to improve resource and/or model performance

Perks & Benefits:

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Stock - Restricted Stock Units (RSUs) for eligible roles
• Lucrative Employee Stock Purchase Program (15% discount)
• 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 Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

Smartsheet provides a reasonable range of compensation for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive bonus and RSU stock grant upon accepted offer. California & New York: $94,500 to $143,100 | All other US States: $87,500 to $132,500

Get to Know Us:

At Smartsheet, we've created a place where everyone is welcome - people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You're encouraged to apply even if your experience doesn't precisely match our job description-if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works-join us

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

Global Privacy Notice