Business Support Analyst

About RWS

RWS is a global AI solutions company empowering the world’s most trusted enterprise AI. RWS is a global AI solutions company empowering the world’s most trusted enterprise AI. Our proprietary Cultural Intelligence Layer, powered by 250,000 data specialists, cultural and language experts and deep domain professionals, backed by 45+ patents, makes enterprise AI culturally fluent, contextually accurate and secure, ensuring every interaction reflects a brand’s tone, context and customer values.

Through our Generate, Transform and Protect segments, we deliver intelligent content, enterprise knowledge, large‑scale localisation, and IP protection for global growth. Trusted by 80+ of the world’s top 100 brands, RWS provides the confidence, governance and expertise organisations need to deploy AI safely, responsively and dquarters in the UK, RWS is listed on AIM (RWS.L). More information:

Propylon is the Dublin‑based content‑management arm within the RWS group, specialising in software for legal and regulatory workflows. For more than 20 years, Propylon has helped governments, standard bodies and regulated organisations manage legislation, regulations and legal content in a smarter, modular way. Joining Propylon means working in a people‑led, innovation‑driven environment recognised as one of Ireland’s Best Workplaces in Tech‑while having the backbone and global reach of RWS.

You’ll be contributing to meaningful projects that shape law, compliance and global content workflows, with the support and flexibility to grow your skills and career.

Propylon has an exciting opportunity for an experienced Business Support Analyst to join our innovative, software solutions business dedicated to driving digital transformation in the legal landscape. The successful candidate will work within our Government Solutions Department, which is responsible for supporting software solutions built on Propylon’s core products for Propylon’s customers worldwide. The role is a client‑facing role within the company.

It is a full‑time, permanent role based in Oklahoma City. The role will be office‑based and may involve out‑of‑state travel to client sites.

• Providing appropriate problem resolution or routing inquiries as needed to ensure user satisfaction.
• Leading the efficient, effective, and reliable support management of software applications.
• Working with the client and internal project team members to identify and resolve technical issues.
• Building an excellent relationship with all stakeholders and one’s own peers.
• Being the point of contact to ensure blockers and issues are identified and resolved.
• Writing clear manual test scripts and following a plan to execute assigned test cases.
• Creating clear defect tickets for the technical team to work on.
• Creating an understanding and expertise of the client businesses to stay up to date with customer needs.
• Managing expectations through proactive and regular client communications with both formal and informal communication methods.

• Participating in workshops with key stakeholders, including internal and external Senior Management, to gather business requirements that enable the creation of user stories and development tasks.
• Documenting Functional Specifications and working closely with the Technical Lead and Senior Business Analysts to support the solution design and ensure the successful implementation of customer requirements.
• Preparing, documenting and implementing activities for the deployment phase of each assigned project, including client training/demo sessions, user guide documentation and internal knowledge share.
• Actively participating in presentations and demonstrations to both existing and potential clients.
• Identifying and recommending best practices to be used within the team of Business Analysts by bringing experience and learned lessons into the team.

• 1+ years’ experience in a Support Analyst or Business Support Analyst role.
• Computer Science, IT, Law, or Business Administration degree, or equivalent experience.
• Strong application support and business analysis skills.
• Exper…