Business System Associate

CAN
01:
Carrier-Syracuse, 6304 Carrier Parkway, East Syracuse, NY, 13057 USA CAI
22:
Carrier - Indianapolis, 30 South Meridian Street, Indianapolis, IN, 46204 USA CAT
08: ICP-Lewisburg, 650 Heil Quaker Avenue, Lewisburg, TN, 37091 USA

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share.

We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit  or follow on Carrier social media at @Carrier.

Are you passionate about technology, problem-solving, and helping people succeed? As a Business Systems Associate, you'll play a key role in supporting our Customer Care Center (CCC) by acting as the bridge between business operations and technology.

This is an exciting opportunity for someone who enjoys a mix of systems administration, process improvement, business analysis, and emerging technologies such as AI. You'll collaborate with business leaders, IT developers, and customer service teams to enhance the tools and processes that support thousands of customer interactions.

If you're looking to make a real impact, influence how technology is used across the organization, and gain hands‑on experience with Salesforce, AI solutions, SAP, and contact center technologies, this role offers exceptional exposure and growth potential.

This is a hybrid position that requires three days in the office and two days remote per week.

• Serve as a trusted liaison between Customer Care business teams and IT development teams to ensure solutions meet business needs.
• Help shape the future of the customer experience through innovative technology and process improvement
• Support and enhance critical business systems, including Salesforce CRM, SAP, Five9, and Workforce Management platforms
• Leverage emerging AI technologies and automation tools to improve efficiency and customer experiences.
• Partner with stakeholders to understand challenges, identify opportunities, and translate business needs into actionable solutions.
• Gather requirements and create user stories within an Agile environment.
• Participate in Salesforce enhancement projects, system implementations, and User Acceptance Testing (UAT).
• Provide first‑line system support and troubleshooting for Customer Care users.
• Drive adoption and success by training, supporting, and enabling end users.
• Maintain system configurations, user access, data integrity, and business documentation.
• Identify trends, analyze issues, and recommend innovative solutions that improve operational effectiveness.

• High School Diploma or GED
• 3+ years of customer service experience
• 1+ years of SAP experience

• Associate's Degree or higher.
• Experience supporting SAP business processes in a customer service or operations environment.
• Familiarity with Salesforce CRM.
• Knowledge of AI tools and technologies, including Agentforce.
• Experience gathering requirements and supporting system enhancements.
• Experience training and supporting end users.
• Experience working in a high‑volume contact center environment.
• Experience with Agile/Scrum methodologies.
• Familiarity with telephony solutions such as Five9
• Strong organizational skills with the ability…