Business Systems Analyst III, Self Service and Systems

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