Technical Business Systems Analyst

Technical Business Systems Analyst 2

Hybrid – Peoria, IL (Chicago acceptable with Peoria onsite as needed)
Pay: $39–$42/hr (W2)
Benefits: Medical, Dental, Vision, 401(k)

We are seeking a Technical Business Systems Analyst to support a new dealer ERP transition program as dealers move from dealer?hosted ERP platforms to an enterprise solution.

This role is ideal for an analyst who enjoys working at the intersection of technical support, business operations, and customer experience—serving as a key liaison between Tier 1 support, Tier 2/3 technical teams, system integration partners, and eCommerce product teams.

You will be based in Peoria and play a critical role in ensuring timely resolution of technical support cases, continuous improvement of support processes, and a successful program launch for global dealers.

• Investigate, monitor, and assist with resolving technical support cases in accordance with defined SLAs
• Serve as the liaison between Tier 1 Support and Tier 2/3 technical teams, product teams, and system integration partners
• Review and analyze case data to ensure timely, accurate resolution and identify recurring issues or trends
• Identify knowledge gaps within Tier 1 support and share insights through documentation, handoffs, investigations, and team meetings
• Support escalation management by helping diffuse issues, coordinating resolution efforts, and ensuring clear communication with stakeholders
• Partner with internal and external teams to improve support processes and increase Tier 1 resolution capability
• Assist with knowledge improvement, training enablement, and operational performance reviews
• Participate in meetings with global dealers, system integration partners, and eCommerce business teams

• 2–4 years of experience in a technical business analyst, technical support analyst, or similar role
  OR 6+ years of experience without a degree
• Background in technical support or a blended role combining customer service and technical troubleshooting
• Strong analytical skills with the ability to review performance data and identify process gaps
• Experience supporting enterprise applications or digital platforms
• Excellent problem?solving skills with the ability to manage and de?escalate complex issues
• Strong written and verbal communication skills with comfort interacting with internal and external customers
• Ability to work independently, multitask, and recognize when escalation or assistance is needed
• High attention to detail and strong follow?through

Preferred Experience

• Microsoft Dynamics 365
• Net Suite
• System integrations and APIs
• Exposure to AI?enabled tools or automation concepts

Bachelor’s degree preferred or equivalent relevant professional experience

• Hybrid work model with 1–3 days onsite per week; potential to increase based on business needs
• Standard hours:
  Monday–Friday, 8:00 AM–5:00 PM CT, with flexibility required for meetings across time zones
• Up to 25% travel may be required, including domestic and limited international locations
• Collaborative, fast?paced support environment working with global teams and partners