Business Systems & AI Support Analyst

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. This role will serve as the internal Tier 1–2 support layer for key systems, helping users resolve application issues, improving documentation and training, and creating better day-to-day support coverage across business-critical platforms.

This role will also help lead end-user enablement for Glean and other AI-supported workflows by identifying practical use cases, supporting adoption, and helping business teams use these tools more effectively in their daily work.

The Business Systems & AI Support Analyst will work closely with internal application owners, business stakeholders, vendors, and external support partners to improve support continuity, reduce dependency on a small number of subject matter experts, and strengthen user adoption across Crown’s application landscape.

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
• Support business applications including Glean, Creatio, Edge, Sage, and other designated systems
• 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

WORK ENVIRONMENT:

This position operates in an office environment and production facilities. The employee is occasionally exposed to facility elements such as noise, dust, fumes, and odors. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.