Business Systems & AI Support Analyst -Hybrid

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 organization

Troubleshoot software, workflow, access, configuration, and integration-related issues

Escalate more complex issues to internal SMEs, external vendors, or partners as needed

Support business applications including Glean, Creatio, Edge, Sage, and other designated systems

Create and maintain SOPs, knowledge base articles, user guides, and support documentation

Support application onboarding, user setup coordination, testing, and change communication

Provide cross-coverage and backup support for critical applications

Identify recurring issues and recommend improvements to reduce support volume and improve user experience

Partner with business users to improve application adoption and process consistencyAI / Glean Responsibilities:

Support adoption and day-to-day use of Glean across departments

Help users build practical prompts, workflows, and repeatable use cases

Develop and maintain example prompts, usage guides, and AI support materials

Assist with training sessions, office hours, and user coaching for Glean and related AI-enabled workflows

Lead the development and coordination of an AI Super User Group to encourage adoption, share best practices, and surface new use cases

Identify opportunities to improve productivity through AI-supported knowledge access, content creation, search, and workflow assistance

Identify Crown applications and business processes that would benefit from integration with Glean or other AI tools

QUALIFICATIONS AND SKILLS:

3+ years of experience in application support, business systems support, IT support, or a related role Strong troubleshooting skills across software, workflows, permissions, and user support scenarios

Experience supporting business applications in a multi-site environment preferred

Strong written and verbal communication skills

Ability to document processes clearly and train end users effectively

Ability to manage multiple priorities and follow issues through resolution

Experience working with application vendors, ticketing systems, and support documentation

Interest in or experience with AI tools, user enablement, or workflow improvement preferred

Associate’s or Bachelor’s degree in Information Systems, Business, Computer Science, or related field preferred; equivalent experience accepted

Preferred Experience:

Experience with one or more of the following is preferred:

Glean or similar AI tools

Creatio or other low-code application platforms

Edge WMS or similar warehouse management systems

Sage X3

SQL-based applications or reporting environments

Microsoft 365 environment WORK 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 Statement Crown 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.
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