Business Systems Engineer – Tech Foundations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of specified IT self-service features and delivery workflows from design to testing, launch, and continuous enhancement.

• Convert IT Support strategies and priorities into functional and technical requirements, user stories, process flows, acceptance criteria, and implementation strategies.

• Collaborate with Product, Engineering, and business stakeholders to define requirements, design solutions, establish delivery timelines, conduct testing, and ensure change preparedness.

• Assess self-service use cases and propose enhancements based on employee impact, operational necessities, data insights, and technical factors.

• Review AI and conversational self-service experiences for precision, identify failure trends, and manage escalations or transitions to human support.

• Establish and track success metrics using product data, employee input, and operational indicators.

• Gain insights into integrations, APIs, data flows, identities and permissions, automation, platform dependencies, security, and privacy issues.

• Collaborate with the Strategic Knowledge program to utilize the knowledge ecosystem effectively.

• Detect patterns in unsuccessful or incomplete self-service interactions and suggest improvements.

• Produce functional and technical documentation, including requirements, solution designs, process flows, test plans, and decision records.

• Cultivate relationships with both technical and non-technical partners, manage expectations, highlight risks, and work together across the global IT Support organization.

• Assist Airbnb’s IT Support organization in enhancing employee technology assistance through data, AI, automation, self-service, and human support.

⛳️ Requirements

• Over 7 years of professional experience in business systems analysis, technical product delivery, systems engineering, solution design, IT consulting, product operations, or a related technology field.

• More than 2 years of direct experience in delivering AI-enabled or conversational experiences in an enterprise context, including Generative AI, virtual agents or chatbots, intelligent agents, AI-driven automation, or similar technologies.

• Experience leading significant features or workflows within cross-functional technology initiatives, encompassing requirements, design, testing, implementation, and ongoing enhancement.

• Proficiency in translating complex business requirements into clear functional and technical specifications, creating documentation that enables Product and Engineering teams to execute efficiently.

• Strong systems thinking and technical understanding, including integrations, APIs, data flows, identities and permissions, automation, and application dependencies.

• Background in enterprise IT, employee technology, IT service management, or a similar internal business-systems setting.

• In-depth knowledge of business processes, enterprise workflows, service-management platforms, and integrated systems.

• Familiarity with enterprise self-service, knowledge, search, retrieval, or content-management functionalities.

• Exceptional analytical and problem-solving abilities.

• Demonstrated capacity to build trust, manage expectations, and foster alignment across distributed or global teams.

• Outstanding written and verbal communication skills.

• Eligibility for remote work in the USA, with a preference for candidates based in the San Francisco Bay Area.

🏝️ Benefits

• Bonus eligibility.

• Equity eligibility.

• Comprehensive benefits.

• Employee Travel Credits.

• Reasonable accommodations throughout the recruitment process for applicants with disabilities.