◆ 8/10
techBusiness Analystremote
About this role
Join Airbnb as a Business Systems Engineer to enhance IT support through AI and automation, improving employee technology experiences.
Description
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Responsibilities
A Typical Day
- Own defined IT self-service features and delivery workstreams, translating business needs into requirements and driving them through design, testing, launch, and ongoing improvement.
- Translate IT Support strategy and priorities into functional and technical requirements, user stories, process flows, acceptance criteria, and implementation plans.
- Work directly with Product, Engineering, and business stakeholders to align on requirements, solution design, delivery timelines, testing, and readiness for changes within your area of ownership.
- Analyze potential self-service use cases and recommend improvements based on employee impact, operational needs, available data, and technical considerations.
- Apply practical AI and conversational technology expertise to evaluate self-service experiences for accuracy, failure patterns, and appropriate escalation or handoff to human support.
- Define and monitor success measures for the capabilities you support, using product data, employee feedback, and operational signals to identify opportunities for optimization.
- Develop a strong understanding of the systems supporting the IT self-service experience, including integrations, APIs, data flows, identity and permissions, automation, and platform dependencies; identify risks, interdependencies, and relevant security and privacy considerations, and partner with technical teams on appropriate solutions.
- Partner with the Strategic Knowledge program to ensure self-service solutions effectively leverage the knowledge ecosystem and account for the dependencies needed to deliver accurate, useful employee experiences.
- Identify patterns across unsuccessful or incomplete self-service interactions and recommend improvements across product functionality, processes, workflows, or knowledge.
- Independently create clear functional and technical artifacts that support effective delivery, including requirements, solution designs, process flows, test plans, and decision documentation.
- Build strong relationships across technical and non-technical partners, manage expectations, surface risks or roadblocks, and collaborate across our global IT Support organization to deliver consistent experiences.
Requirements
Your Expertise
- 7+ years of professional experience in business systems analysis, technical product delivery, systems engineering, solution design, IT consulting, product operations, or a related technology role.
- 2+ years of direct experience delivering AI-enabled or conversational experiences in an enterprise environment, including Generative AI, virtual agents or chatbots, intelligent agents, AI-enabled automation, or comparable technologies.
- Demonstrated experience owning meaningful features or workstreams within cross-functional technology initiatives, including requirements, design, testing, implementation, and continuous improvement.
- Experience translating complex business needs into clear functional and technical requirements and creating artifacts that enable Product and Engineering teams to execute effectively.
- Strong systems thinking and technical fluency, with the ability to understand integrations, APIs, data flows, identity and permissions, automation, and application dependencies, and contribute effectively to solution design and implementation.
- Experience working in enterprise IT, employee technology, IT service management, or a comparable internal business-systems environment, with a strong understanding of business processes, enterprise workflows, service-management platforms, and integrated systems.
- Experience with enterprise self-service, knowledge, search, retrieval, or content-management capabilities and an understanding of how knowledge quality, structure, and access affect AI-enabled and self-service experiences.
- Strong analytical and problem-solving skills, with the ability to identify patterns, understand root causes, evaluate options, and make well-supported recommendations within your area of ownership.
- Proven ability to build trust, manage expectations, and drive alignment across Product, Engineering, Operations, and business stakeholders, including across distributed or global teams.
- Excellent written and verbal communication skills, with the ability to independently create clear, actionable functional and technical documentation.
Conditions & Benefits
How We'll Take Care of You
- Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.
- The base pay range is subject to change and may be modified in the future.
- This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Job Details
Salary$123,000–$145,000
LocationRemote
AI Score★★★★★★★★☆☆ 8/10
PostedSep 20, 2026 (1h ago)
Tags & Skills
techBusiness Analystremote
Tech Stack
AIautomationsystems engineeringIT supportdata analysis