Business Systems & AI Support Analyst

Job Summary

Crown Bakeries is seeking a Business Systems & AI Support Analyst to support the company’s core business applications and help drive adoption of AI-enabled tools across the organization.

Responsibilities

• Provide Tier 1–2 support for core business applications across the organization
• Troubleshoot software, workflow, access, configuration, and integration-related issues
• Escalate more complex issues to internal SMEs, external vendors, or partners as needed
• Create and maintain SOPs, knowledge base articles, user guides, and support documentation
• Support application onboarding, user setup coordination, testing, and change communication
• Provide cross-coverage and backup support for critical applications
• Identify recurring issues and recommend improvements to reduce support volume and improve user experience
• Partner with business users to improve application adoption and process consistency
• AI / Glean Responsibilities:
• Support adoption and day-to-day use of Glean across departments
• Help users build practical prompts, workflows, and repeatable use cases
• Develop and maintain example prompts, usage guides, and AI support materials
• Assist with training sessions, office hours, and user coaching for Glean and related AI-enabled workflows
• Lead the development and coordination of an AI Super User Group to encourage adoption, share best practices, and surface new use cases
• Identify opportunities to improve productivity through AI-supported knowledge access, content creation, search, and workflow assistance
• Identify Crown applications and business processes that would benefit from integration with Glean or other AI tools

Qualifications And Skills

• 3+ years of experience in application support, business systems support, IT support, or a related role
• Strong troubleshooting skills across software, workflows, permissions, and user support scenarios
• Experience supporting business applications in a multi-site environment preferred
• Strong written and verbal communication skills
• Ability to document processes clearly and train end users effectively
• Ability to manage multiple priorities and follow issues through resolution
• Experience working with application vendors, ticketing systems, and support documentation
• Interest in or experience with AI tools, user enablement, or workflow improvement preferred
• Associate’s or Bachelor’s degree in Information Systems, Business, Computer Science, or related field preferred; equivalent experience accepted
• Preferred Experience:
• Experience with one or more of the following is preferred:
• Glean or similar AI tools
• Creatio or other low-code application platforms
• Edge WMS or similar warehouse management systems
• Sage X3
• SQL-based applications or reporting environments
• Microsoft 365 environment