Business System Associate

Carrier Global Corporation; City of Syracuse, Northern (NY, KY); Hybrid; USD 65,000 - 130,000; Full time

Benefits offered by this job

Health Care Benefits

Retirement Benefits

Paid vacation days

Paid sick days

Paid personal leave

Paid holidays

Disability

Life Insurance

Tax-Advantaged Accounts

Tuition Assistance

Job summary

Carrier Global Corporation, a global leader in intelligent climate and energy solutions, invites applications for a Business Systems Associate in Syracuse, NY. The role bridges Customer Care and IT, supporting systems like Salesforce, SAP, Five9, and workforce management in a fast-paced, high-volume environment.

You’ll work in a hybrid setup (three days in office, two remote) and collaborate with business and IT leaders to analyze requirements, write user stories, implement enhancements, and

Qualifications

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

Responsibilities

• Serve as a liaison between Customer Care and IT to ensure solutions meet business needs.
• Help shape the future of customer experience through technology and process improvement.
• Support and enhance Salesforce, SAP, Five9, and Workforce Management platforms.
• Leverage AI technologies and automation tools to improve efficiency and customer experiences.
• Gather requirements and translate business needs into actionable user stories.
• Participate in Salesforce enhancements, system implementations and UAT.
• Provide first-line system support and troubleshooting for CCC users.
• Drive adoption by training and enabling end users.

Skills

Customer Service

SAP

Salesforce CRM

Five9

Agile/Scrum

AI Tools

Agentforce

Requirements gathering

End-user training

Education

High School Diploma or GED

Associate's Degree

Tools

Salesforce CRM

Five9

SAP

Job description

About Carrier

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 corporate.carrier.com or follow on Carrier social media at @Carrier.

About This Role

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.

Key Responsibilities

• 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.

Required Qualifications

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

Preferred Qualifications

• 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 to manage multiple priorities
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Exceptional attention to detail and a commitment to quality

Pay Range

The annual salary for this position is between $64,500.00 - $129,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

Other Compensation

Thisposition may be entitled to short-term cash incentives, subject to plan requirements.

Benefits

Employees are eligible for benefits, including:

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives

• Retirement Benefits

• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation

• Disability: Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account

• Tuition Assistance

To learn more about our benefits offering, please click here Work with us | Carrier Corporate. The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

Application Deadline

Applications will be accepted for at least 3 days fromJobPosting Date: 29 September 2026

Job Applicant's Privacy Notice

Please click on the link to review the Job Applicant Privacy Notice.

Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.