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Business Process Optimization Specialist

1 week ago

Delhi, Delhi, India Bently Nevada Full time

Bentley Systems seeks an experienced Senior Support Business Analyst to optimize its technical support platforms and processes within the Global Technical Support organization.

Role Summary

This role requires a deep understanding of business processes and a strong background in ServiceNow CSM. The ideal candidate will analyze current support processes, identify opportunities for improvement, and design seamless platform configurations that enhance technical support and customer service operations.

Key Accountabilities
  • Collaborate with business stakeholders to document requirements for platforms and solutions.
  • Analyze current support processes and identify opportunities for improvement through automation and digital workflows.
  • Design and implement workflows, case management, and service operations using ServiceNow CSM.
  • Ensure alignment of solutions with Global Technical Support (GTS) objectives and strategies.
  • Support the implementation and customization of ServiceNow CSM modules.
  • Provide ongoing platform support for internal GTS colleagues, resolving issues and managing enhancement prioritization.
  • Work closely with the IT technical team to design and configure solutions that meet business needs.
  • Assist with integrating third-party systems into existing support platforms to ensure a seamless user experience.
Requirements
  • 8+ years of experience as a Support Business Analyst in an enterprise Technical Support Organization.
  • Strong problem-solving skills with the ability to recommend and drive implementation of innovative solutions.
  • Excellent communication skills, with the ability to present complex ideas clearly to both technical and non-technical audiences.
  • Proven experience gathering, analyzing, and documenting business requirements.
  • Experience in support agent and customer experience initiatives and digital transformation.
  • High emotional intelligence and ability to collaborate effectively with internal and external stakeholders.
  • Bachelor's degree (or higher) in Computer Science, Information Systems, or a related field.
Bentley Systems Culture
  • We offer a competitive salary and benefits package.
  • A supportive and collaborative environment.
  • The opportunity to work within a global and diversely international team.
  • Colleague recognition awards.