Support Business Systems Analyst

Company Overview At Zuora, we do Modern Business . We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences. The Team & Role We are looking for a self-motivated and technically oriented Business Systems Analyst – Enterprise AI Support to join our dynamic IT team. As a key member of the team, you will play an important role in supporting and enhancing enterprise AI capabilities used across the organization. You will work closely with IT, business stakeholders, AI platform teams, vendors, and end users to understand business needs, identify opportunities for AI adoption, improve support processes, and ensure reliable and effective AI-enabled solutions. This role combines business analysis, enterprise application support, AI technologies, process optimization, automation, and user experience . Opportunity and Mission As an Enterprise AI Support BSA, you will help drive the adoption and effective use of AI across the enterprise. You will analyze business requirements, identify opportunities to leverage AI and automation, support AI-enabled solutions, and continuously improve the overall employee experience. You will also help establish scalable support processes, documentation, knowledge management, reporting, and governance practices for enterprise AI solutions. What You’ll Do & Achieve Enterprise AI Support: Provide functional support for enterprise AI applications, platforms, assistants, and AI-enabled business solutions. Requirements Gathering: Partner with business and IT stakeholders to understand requirements, pain points, use cases, and opportunities for AI adoption. Business Process Analysis: Analyze existing processes and identify opportunities to simplify, automate, or enhance workflows using AI and automation. AI Use Case Development: Identify, evaluate, and document practical AI use cases that can improve productivity, employee experience, and operational efficiency. Solution Design: Work with technical teams to translate business requirements into scalable AI-enabled solutions. AI Incident & Issue Management: Investigate functional issues, analyze root causes, coordinate with appropriate technical teams and vendors, and ensure timely resolution. Continuous Improvement: Identify opportunities to eliminate repetitive activities, automate support processes, and improve resolution times. Testing & Validation: Develop test scenarios, test scripts, and acceptance criteria for AI solutions and enhancements. Validate AI responses and functionality against business requirements. Knowledge Management: Create and maintain knowledge articles, user guides, FAQs, support documentation, and AI use-case documentation. User Enablement: Support end users through training, documentation, communications, and adoption initiatives for enterprise AI capabilities. AI Adoption & Governance: Help establish and maintain standards around responsible AI usage, access, data handling, security, and governance in collaboration with relevant teams. Reporting & Analytics: Develop dashboards and reports to measure AI adoption, usage, support trends, automation benefits, and overall solution performance. Cross-functional Collaboration: Partner with IT operations, security, data, engineering, business teams, and other stakeholders to deliver effective enterprise AI solutions. Innovation: Stay current with emerging Generative AI capabilities and identify opportunities to apply new technologies to enterprise support and business processes. Trai…