Information Systems Support Analyst Jobs (NOW HIRING)

JOB SUMMARY: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 organizationTroubleshoot software, workflow, access, configuration, and integration-related issuesEscalate more complex issues to internal SMEs, external vendors, or partners as neededSupport business applications including Glean, Creatio, Edge, Sage, and other designated systemsCreate and maintain SOPs, knowledge base articles, user guides, and support documentationSupport application onboarding, user setup coordination, testing, and change communicationProvide cross-coverage and backup support for critical applicationsIdentify recurring issues and recommend improvements to reduce support volume and improve user experiencePartner with business users to improve application adoption and process consistencyAI / Glean Responsibilities:Support adoption and day-to-day use of Glean across departmentsHelp users build practical prompts, workflows, and repeatable use casesDevelop and maintain example prompts, usage guides, and AI support materialsAssist with training sessions, office hours, and user coaching for Glean and related AI-enabled workflowsLead the development and coordination of an AI Super User Group to encourage adoption, share best practices, and surface new use casesIdentify opportunities to improve productivity through AI-supported knowledge access, content creation, search, and workflow assistanceIdentify Crown applications and business processes that would benefit from integration with Glean or other AI toolsQUALIFICATIONS AND SKILLS:3+ years of experience in application support, business systems support, IT support, or a related roleStrong troubleshooting skills across software, workflows, permissions, and user support scenariosExperience supporting business applications in a multi-site environment preferredStrong written and verbal communication skillsAbility to document processes clearly and train end users effectivelyAbility to manage multiple priorities and follow issues through resolutionExperience working with application vendors, ticketing systems, and support documentationInterest in or experience with AI tools, user enablement, or workflow improvement preferredAssociate’s or Bachelor’s degree in Information Systems, Business, Computer Science, or related field preferred; equivalent experience acceptedPreferred Experience:Experience with one or more of the following is preferred:Glean or similar AI toolsCreatio or other low-code application platformsEdge WMS or similar warehouse management systemsSage X3SQL-based applications or reporting environmentsMicrosoft 365 environmentWORK ENVIRONMENT:This job operates in an office environment. There may be times when this position is at the physical plant or distribution center. This employee may occasionally be exposed to facility elements such as extreme temperatures, noise, dust, fumes, and odors. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.EEO StatementCrown Bakeries is an equal opportunity employer. We are committed to providing a work environment that is free from discrimination and harassment. It is our policy to recruit, hire, train and promote individuals without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other characteristic protected by law. We prohibit any such discrimination or harassment in our workplace and strive to foster a diverse and inclusive workforce. This EEO policy applies to all aspects of employment, including recruitment, hiring, training, promotion, compensation, benefits and other terms and conditions of employment. #J-18808-Ljbffr