Business Systems Analyst III, Self Service and Systems

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

We are looking for an experienced Business Systems Administrator to join the Self-Service and Systems team. This position is responsible for the implementation of and maintenance of AI related tools and resources within various software solutions utilized by the technical support organization. The primary role is to partner with others in the Self-Service and Systems team and in the support organization to identify areas to implement AI technologies, build and maintain models, to assist other business leaders in efficient use of AI features within utilized support systems, and help drive overall outcomes for the support organization. This role will primarily work with internal teams, system vendors, and report to the Senior Manager of the Self-Service and Systems team.

You Will:

• Partner with other leaders and individuals within the support organization to identify, implement, maintain, and report on performance of AI solutions including features provided by system vendors used by the support organization.
• Assist in the development and rollout of an overall AI strategy for the technical support organization and for customer self-help and deflection.
• Lead the develop and maintenance reports, data collection systems, data analytics, AI models, and other resources within vendor solutions including Coveo, Salesforce, and other related vendor solutions used by the technical support organization.
• Analyze AI model functionality and usage to identify opportunities to improve models and to expand and improve usage by the technical support team.
• Work with others in the Smartsheet organization to create and maintain reporting used to make business decisions and drive meaningful change within the technical support organization.
• Collaborate with others in the Smartsheet organization to develop, maintain, and implement best practices that guide our usage, maintenance, and ensure language models adhere to relevant regulations and industry standards, promoting ethical and transparent practices.
• Contribute to the overall success of the Support organization by leading and driving programs and initiatives that help uplift efficiency and drive business SLAs
• Other Duties as assigned

You Have:

• Bachelor’s degree, preferably in a relevant field such as computer science, computer engineering, business, or other related field.
• 8+ years of experience with at least 3 years in technology, technical support, or customer support role and at least 3 years experience working with technology that utilized various forms of artificial intelligence including large language models, generative responses, or other related.
• Strong understanding of language processing methods, machine learning techniques, and deep learning models.
• Experience with building and/or fine-tuning large language models, as well as traditional machine learning models
• Experience with designing and developing AI prompts, relevance rules, and other related  using large language models, including in Coveo, Salesforce, GPT or ChatGPT and other solutions, including Amazon Lex
• Proficiency in programming languages such as Python, or other related, for automation of tasks or to generate reports or run repetitive tasks
• Analytical thinking skills for data driven decision making and for defining and measuring success metrics
• Strong organizational and time management skills with a high attention to detail
• Ability to successfully manage multiple projects, tasks, and assignments simultaneously
• Proactive, resourceful, and solution-oriented with the ability to translate business requirements into technical action items
• Strong verbal and written communication skills, including the ability to communicate with and manage expectations of senior executives and their staff with confidence
• Knowledge of APIs and API Tools and experience with API monitoring tools to assess integration performance is a plus

Current US Perks & Benefits:

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• 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 Sick Time Off
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling 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 competitive base salary range 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 incentive opportunity.

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 (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, and Bulgaria. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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