Business Technology Support Analyst

About Workato
Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today's fast-changing world. Learn how Workato helps businesses of all sizes achieve more at

Why join us?
Ultimately, Workato believes in fostering a
flexible, trust-oriented culture that empowers everyone to take full ownership of their roles
. We are driven by
innovation
and looking for
team players
who want to actively build our company.

But, we also believe in
balancing productivity with self-care
. That's why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.

If this sounds right up your alley, please submit an application. We look forward to getting to know you

Also, Feel Free To Check Out Why

• Business Insider named us an "enterprise startup to bet your career on"
• Forbes' Cloud 100 recognized us as one of the top 100 private cloud companies in the world
• Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
• Quartz ranked us the #1 best company for remote workers

Responsibilities
We are looking for an exceptional
Business Technology Support Analyst
to join our growing team. In this role, you will be involved in managing and evolving our internal support operations, ensuring efficient resolution of technical issues, and driving scalable improvements across tools, workflows, and employee experience. You will also be responsible for:

• Owning and resolving complex, high-impact technical issues across collaboration tools, endpoint management, SaaS platforms, and user access.
• Managing and optimizing our ticketing system and support workflows (e.g., Jira), ensuring SLAs, CSAT targets, and operational metrics are consistently met.
• Analyzing support trends and proactively identifying root causes, systemic issues, and automation opportunities.
• Improving and owning the user lifecycle process: provisioning, deprovisioning, access audits, and identity management (Okta, Google Admin, SCIM)
• Leading internal IT initiatives and projects from onboarding automation to SaaS rollouts and process redesign.
• Driving documentation efforts, building detailed SOPs, process maps, and internal KB articles to scale support and improve self-service.
• Delivering training and onboarding experiences for employees to boost productivity and tool adoption.
• Contributing to cross-functional initiatives, including SaaS rollouts, audits, compliance, and internal tool improvements.

Requirements
Qualifications / Experience / Technical Skills

• 5+ years in IT Support, Service Desk, or Business Technology roles in fast-paced, high-growth environments.
• Advanced troubleshooting skills across hardware, software, identity systems (e.g., Okta), and productivity tools (e.g., Google Workspace, Slack, Zoom)
• Comfortable using and maintaining ticketing and documentation platforms (Jira, Confluence, ServiceNow) and reporting with tools like Sigma.
• Experience with identity/access management, lifecycle automation, and user provisioning (e.g., SCIM, Google Admin, Okta Workflows)
• Demonstrated success managing and delivering IT projects from scoping and stakeholder alignment to execution and documentation.
• Exposure to or proficiency in automation platforms (e.g., Workato) and scripting (e.g., Google Apps Script, PowerShell)
• Familiarity with support dashboards, service metrics, and tools like Sigma or Tableau.

Soft Skills / Personal Characteristics

• Demonstrates strong ownership and accountability; proactively identifies issues and implements effective solutions with minimal oversight.
• Possesses advanced diagnostic and problem-solving capabilities, with a focus on addressing root causes rather than surface-level symptoms.
• Balances day-to-day support demands with a strategic approach to long-term process and service improvements.
• Communicates complex technical concepts clearly to non-technical stakeholders and facilitates effective cross-functional collaboration.
• Maintains a high level of organization and attention to detail, ensuring consistent documentation and scalable IT operations.
• Thrives in dynamic, fast-paced environments while maintaining composure and focus under pressure.
• Committed to enhancing the employee experience through proactive, user-centric, and high-impact IT support delivery.