SYSTEMS ANALYST

Description

We are seeking 1 Systems Analyst for a company located in Sant Fruitós de Bages. Requirements: Minimum 2 years of experience in Operations, Customer Care, Technical Support, Process Improvement, Logistics, or similar departments. Technical knowledge of artificial intelligence and ability to communicate with technical teams. Knowledge of system integrations (API and webhook concepts) to collaborate effectively with the Engineering team will be valued. Excellent copywriting skills to define AI-to-customer communication, ensuring a tone consistent with the brand identity. Intermediate-to-advanced English proficiency. Formal education in Business Administration and Management (ADE), Administration, or related fields. A disability certificate of at least 33% is mandatory. Lead the implementation of artificial intelligence tools (chatbots, intelligent ticket management systems, Voice-to-Text, etc.) within the current technology ecosystem. Design and optimize decision-making workflows so that AI resolves Level 1 inquiries and accurately escalates Level 2 inquiries to human agents. Oversee the training of the language model using the company’s knowledge base, ensuring communication tone remains consistent with the brand identity. Identify friction points in the customer journey and design automated solutions to eliminate them. Monitor key performance indicators (KPIs), such as customer satisfaction (CSAT), resolution time, and AI response rate, to adjust protocols based on customer feedback. Collaborate closely with Product and Engineering teams to ensure API-based integrations are efficient and functional. * 24 months of experience. SYSTEMS ANALYST (MID-LEVEL \- JUNIOR \-) * Bachelor’s degree \- Business Administration and Management \- Business Sciences * Catalan (spoken: advanced, written: advanced) * English (spoken: advanced, written: advanced) * Spanish (spoken: advanced, written: advanced) * Competencies / knowledge: Knowledge of system integrations (API and webhook concepts) to collaborate effectively with the Engineering team. Excellent copywriting skills to define AI-to-customer communication, ensuring a tone consistent with the brand identity * Permanent employment contract * Full-time position * Gross monthly salary: 1571 * Additional relevant information: A permanent full-time contract is offered, Monday to Friday from 9 a.m. to 6 p.m. (including a 1-hour lunch break and flexible working hours). Gross monthly salary of €1,571.42, paid in 14 installments. Work location: Sant Fruitós de Bages.