Business Support Analyst

About RWS

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, responsibly and at scale.

Headquartered in the UK, RWS is listed on AIM (RWS.L).

More information: rws.com.

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

Job Purpose

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 and will involve working directly with Propylon’s clients. The Business Support Analyst role at Propylon is suitable for someone with several years of experience, having previously worked on a helpdesk as a Support Analyst, where the position involved systems support and analysis, preferably in a client-facing role.

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

Primary Responsibilities:

• 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
• Manage expectations through proactive and regular client communications with both formal and informal communication methods

Additional Responsibilities:

• 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

Requirements:

• 4+ years’ experience in a Support Analyst or Business Support Analyst role
• Computer Science, IT or Business Administration degree, or equivalent experience
• Strong application support and business analysis skills is a must
• Experience in writing Business Requirements and/or Functional Specification documents
• Experience with the principles of SDLC
• Ability to understand and document complex document-centric workflows and to conceptualise them in IT terms
• Ability to self-start and work in a pressured environment with deadlines
• Good technical knowledge and skills
• Experience with software testing
• Excellent written and verbal communication skills
• Proven decision-making capabilities
• Be personally well organised, presentable, and manage one’s own time effectively

Nice to have:

• Client-facing experience
• Certified BA qualification
• Experience with Office-style applications, e.g. ability to create macros, spreadsheet formulae, etc.
• Experience with Visio
• Experience with database reporting tools
• Experience of working with JIRA
• Experience of working in an agile team

Personal Attributes:

• Wants to be part of a team committed to delivering high-quality, innovative products.
• Wants to be part of a culture that is committed to sharing and enhancing the knowledge of the wider team, supporting team-wide learning and success
• Have a curious mindset – about what you do, the technology you use and how you connect with others to deliver products that we are proud to deliver to our clients.

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Covid Vaccination - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.

#LI-MS1, #LI-Hybrid