Business Systems Engineer, Tech Foundations
Core
Design and deliver AI-enabled conversational self-service capabilities for enterprise IT support to improve how employees get technology help.
Role type
Senior Business Systems Engineer (AI/Conversational Self-Service)
Builds
Next-generation AI and conversational self-service features for IT support
Domain
Enterprise IT Support / AI & Conversational Interfaces
Deliverable
production ML models | product features
Required skills
Business systems analysis, AI-enabled experience delivery, cross-functional feature ownership, requirements translation, systems thinking, enterprise IT workflows, self-service/knowledge management, analytical problem-solving, stakeholder alignment
Preferred skills
Generative AI expertise, virtual agent/chatbot experience, enterprise service management platforms
Technologies
Generative AI, virtual agents, chatbots, intelligent agents, AI-enabled automation, APIs, integrations, data flows, identity and permissions, automation, service-management platforms
Responsibilities
Own IT self-service features and delivery workstreams from requirements to launch; Translate IT strategy into functional/technical requirements and implementation plans; Collaborate with Product and Engineering on solution design and delivery timelines; Analyze self-service use cases and recommend improvements based on data and operational needs; Evaluate self-service experiences for AI accuracy and escalation patterns; Define and monitor success measures using product data and feedback; Develop systems understanding including integrations, APIs, and security considerations; Create functional and technical artifacts like requirements, designs, and test plans; Identify patterns in unsuccessful interactions to recommend process or product improvements
Seniority
Senior, hands-on IC with strategic ownership
