Sr. Business Systems Analyst – ServiceNow, Self-Service

  • Full Time
  • Remote

Website HubSpot

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

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Germany Applicants: (m/f/d) – link to HubSpot’s Career Diversity page here.

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our careers website to learn more about culture and opportunities at HubSpot.

By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. HubSpot’s Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over HubSpot’s use of your personal information.