Sr. Business Systems Analyst - ServiceNow, Self-Service

We are seeking a Senior Business Systems Analyst to join our Business Technology team and focus on enhancing self-service capabilities for HubSpotters through innovative AI/Chat solutions. Your efforts will streamline help experiences, reduce wait times for HelpDesk support, and benefit the HelpDesk team by decreasing ticket volume, increasing self-service usage, and improving efficiency on a global scale.

As the key owner of this project, you will lead the end-to-end design and implementation, including establishing connections with SaaS vendors. Leveraging your expertise in AI/Chat solutions and SaaS integrations, you will create a comprehensive solution aligned with organizational goals and advocate for incremental delivery to transform our HelpDesk and IT operations. 

This position requires a deep understanding of SaaS tools, architecture, configuration, and integrations, while experience with support operations, AI, and self-service is advantageous.

In this role you will:

• Collaborate with users and agent teams to address help experience pain points

• Create a user-friendly ecosystem to empower HelpDesk self-service across multiple channels

• Define a product vision and report milestones to senior leadership

• Develop detailed requirements, flows, integrations, and technical architecture

• Configure in-app functionality and integrate with SaaS applications using tools like Workato

• Advocate for iterative development and reliability

• Collaborate with ServiceNow and other Engineers for rapid implementation

• Act as the main contact with SaaS providers, managing business and technical details

• Create a communication and rollout strategy to drive awareness and adoption

We are looking for someone who is:

• Proficient in systems analysis with experience in self-service, knowledge management, chat, and AI

• Able to articulate a clear vision, lead cross-team executions, and solve complex problems

• Empathetic to customer and operational needs, passionate about driving value

• Experience configuring in-app functionality and integrating with SaaS applications using tools like Workato

• A collaborator in driving technology decisions for customer value and establishing priorities

• Familiar with self-service solutions, NLU, and GenAI concepts

• Skilled in SaaS application management, configuration, and integration design

• Effective communicator with stakeholder communication strategies

• Data-driven with expertise in gathering KPIs and metrics

• Successful in driving technology adoption and gathering customer feedback