Business Systems Analyst, Customer Support at American Physical Society in college park, Maryland

Job Description:

American Physical Society

ID: 1414
Location: Remote
Department: Information Systems



Business Systems Analyst, Customer Support
Who we are:


The American Physical Society is a nonprofit membership organization working to advance physics by fostering a vibrant, inclusive, and global community dedicated to science and society. APS represents more than 50,000 members, including physicists in academia, national laboratories, and industry in the United States and around the world.


Position Summary:

As a Business Systems Analyst for Customer Support, you will manage and enhance APS's customer support platforms, including ticketing systems, help desks, and knowledge management tools. Acting as a subject matter expert, you will drive system optimization and process improvements to ensure a seamless customer experience. Key responsibilities include configuring and optimizing systems, collaborating cross-functionally to align support platforms with organizational objectives, and using data analytics to improve support performance and efficiency.

In this role, you will identify opportunities for process optimization, address recurring issues, and contribute to strategic decision-making. You will also provide technical support and training to the customer support team, ensuring they effectively use tools and workflows to maximize productivity and satisfaction. Additionally, you will offer secondary assistance with customer queries when needed.

This position requires a combination of business analysis, technical expertise and customer service skills to resolve issues efficiently and deliver exceptional service to both customers and internal teams. You will also play a key role in process automation, system integration, and continuous improvement initiatives.

The APS has a “remote first” concept that promotes equal treatment and equal access, independent of physical work location, with a majority of staff working primarily from remote work locations. This position could require at times in office work, various geographic events and meeting attendance as instructed by your Supervisor. APS values diversity and welcomes candidates from a variety of backgrounds. APS offers a dynamic work environment with an outstanding total compensation package including salary, outstanding benefits, and excellent paid time off.


Responsibilities:

System Administration & Optimization:

• Manage, configure, and optimize support systems (e.g., Zendesk, Jira) to enhance workflows and meet business needs.

• Implement system automations, integrations, and custom workflows to increase efficiency.

• Maintain accurate system documentation and ensure compliance with best practices.

Business Analysis:

• Analyze support data (e.g., ticket volume, response times) to identify trends, monitor performance and provide actionable insights.

• Investigate recurring issues through in-depth business analysis, identify root causes, and recommend long-term solutions to improve operational efficiency.

• Proactively assess current support processes and systems to identify opportunities for improvement, using data-driven insights to influence business decisions and optimize performance.

• Generate reports and dashboards to inform strategic decisions and track real-time performance.

Troubleshooting:

• Act as a point of contact for complex system-related issues, collaborating with IT and vendors to resolve problems.

• Ensure timely, effective support to minimize disruptions and maintain system uptime.

• Handle escalated help desk issues, ensuring proper follow-up and resolution.

• Collaborate with cross-functional teams to streamline support processes and improve productivity.

• Design and implement workflows to enhance efficiency and customer experience.

• Perform system audits to identify improvement opportunities.

Knowledge Management:

• Develop and maintain internal and customer-facing knowledge bases, ensuring accuracy and standardization.

• Create content strategies for self-service tools to support customers and staff.

• Train customer support staff on system tools and best practices, ensuring effective usage.

• Develop and maintain training materials and support resources for ongoing proficiency.

• Provide secondary support for customer inquiries and technical issues.

• Proactively manage and prioritize incidents, ensuring timely resolutions in line with SLAs.

Information Systems Department:

The Information Systems departmental values complement and extend the APS Core Values. How we work and how we interact must embody these values, which encompass the areas of Customer Outcome Focus; Dedication and Responsibility; Quality and Agility; Curiosity, Open-mindedness, and Innovation; and Teamwork and Collaboration. The values are further described in a separate document, and every Information Systems employee has a responsibility for upholding them.

Education: Bachelor’s degree in Computer Science, Information Systems, or a related field (directly relevant work experience in lieu of degree accepted).

Certifications:

• IT service management (ITSM)

• Zendesk Certified Administrator

• Other equivalent certifications are accepted

Knowledge, Skills and Abilities:

• Minimum of 5 years of experience in customer support or IT roles.
• Minimum of 3 years of experience managing and configuring support platforms (e.g., Zendesk, Jira).
• Proven ability to implement, optimize, and automate support systems and workflows.
• Experience building and maintaining customer-facing knowledge bases.
• Strong understanding of customer support workflows and system administration best practices.
• Familiarity with system integration, data migration, and API management.
• Proficiency in analytics tools for performance monitoring and reporting.
• Expertise in configuring, administering, and optimizing support systems.
• Ability to analyze data, identify trends, and generate insights.
• Skilled in diagnosing and resolving system-related issues efficiently.
• Strong communication skills, capable of translating technical requirements for non-technical stakeholders.
• Experience managing system implementation projects.
• Proven ability to design and implement process improvements and automation.
• Ability to create detailed technical documentation and training materials.

Travel: The position requires up to 5% travel for in-person meetings with staff as well as periodic additional travel as assigned.

Salary:

The salary range for this position takes into account various factors influencing compensation decisions, such as skill sets, experience, training, and other business and organizational requirements. The salary listed within the specified ranges considers relevant experience. Our compensation philosophy at APS aims to maintain salaries at the midpoint of the market. As a result, we typically hire within the target starting range. Exceptional, rare cases may merit reviews above target starting range for specialized or niche skills aligned with strategic operational goals.

Hiring Range: $89,920/year - $122,516/year (USD)

Target Starting Range: $89,920/year - $100,036/year (USD)

Core values: Our values are our guideposts

• Scientific Method
• Trust, Integrity, and Ethical Conduct
• Equity, Diversity, and Respect
• Collaboration
• Education and Learning
• Speaking Out

Web Presence:

Company: www.aps.org

Amazing 2024 Benefit Offerings:

• Flexible schedules and ability to work remotely
• 8% employer-paid retirement contribution
• Investment advisement services: 100% employer paid
• Medical benefits: PPO or HDHP option
• Employer contribution to FSA or HSA account, eligibility based on medical plan enrollment
• Lifestyle Spending benefit up to $2000.00 (USD) - 100% employer paid
• Dental benefits: individual coverage 100% employer paid
• Vision benefits: individual and dependent coverage 100% employer paid
• Basic Life & Accident insurance: employee coverage 100% employer paid
• Supplemental Life & Accident insurance, including spouse & dependent child(ren) coverage
• Disability insurance: employee coverage 100% employer paid
• Voluntary Accident & Critical Illness insurance
• Healthcare, Commuter & Dependent care flexible spending accounts
• Vacation: 15 days annually
• Generous holiday leave: 17 paid days of significance; includes one week closure at the end of December
• Personal leave: 4 days annually
• Volunteer leave: 1 day annually
• Sick leave: 10 days annually
• Bereavement & Compassion leave: 2 -15 days based on loss
• 12 weeks employer-paid family leave
• College tuition reimbursement plan
• Job related seminar & continuing education
• Professional Certification/Recertification 100% employer paid
• Training and professional development; access to LinkedIn Learning on-demand courses
• Employee Assistance Program
• Mindfulness Meditation: live and on-demand classes
• APS does not offer relocation assistance/costs

The American Physical Society is an affirmative action and equal opportunity employer. It is the policy of American Physical Society not to discriminate or allow the harassment of employees or applicants on the basis of race, religious creed, immigration status, alienage or citizenship, religion, color, ethnicity, sex, national origin, age, disability, marital status, familial status, protected veteran status, protected military status, physical or mental disability, sexual orientation, gender identity, genetic information, predisposing genetic characteristics, ancestry, domestic violence victim status or any other characteristic protected by law with regard to any employment practices, including recruitment, advertising, job application procedures, hiring, upgrading, training, promotion, transfer, compensation, job assignments, benefits and/or other terms, conditions, or privileges of employment, provided the individual is qualified, with or without reasonable accommodations, to perform the essential functions of the job. This policy applies to all jobs at APS. The American Physical Society is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, please contact APS Human Resources at hr@aps.org. The “Know Your Rights: Workplace Discrimination is Illegal'' poster, prepared by the U.S. Equal Employment Opportunity Commission (EEOC), provides an overview of several laws that protect you from discrimination on the job, and several rights are afforded to you by these laws. The “Pay Transparency Non Discrimination Provision,” prepared by the U.S. Office of Federal Contract Compliance Programs (OFCCP), provides an overview of several protections implemented to protect individuals working under federal contracts from discrimination when inquiring about or discussing compensation; these protections apply to all employees and applicants. The APS has a "remote first" concept that promotes equal treatment and equal access, independent of physical work location, with a majority of staff working primarily from remote work locations.

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