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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT self-service feature ownership, including design, testing, and continuous improvement, while effectively translating complex business needs into functional and technical requirements. Proficient in leveraging AI and automation to enhance employee technology assistance and improve operational efficiency.
Highest-signal resume keywords
Business Systems AnalysisAI-Enabled ExperiencesSolution DesignTechnical Product DeliveryEnterprise IT Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Requirements GatheringProcess FlowsAcceptance CriteriaData FlowsIntegrationsAPIsAutomationTechnical FluencySelf-Service CapabilitiesContent Management
Soft Skills
Analytical SkillsProblem-SolvingCommunication SkillsRelationship BuildingExpectation Management
Tools & Technologies
Service Management PlatformsKnowledge EcosystemGenerative AIVirtual AgentsChatbots
Industry Keywords
IT SupportEmployee TechnologyEnterprise WorkflowsCross-Functional InitiativesOperational Signals
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Own defined IT self-service features and delivery workstreams 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 with Product, Engineering, and business stakeholders on requirements, solution design, delivery timelines, testing, and change readiness
- Analyze self-service use cases and recommend improvements based on employee impact, operational needs, data, and technical considerations
- Evaluate AI and conversational self-service experiences for accuracy, failure patterns, and escalation or handoff to human support
- Define and monitor success measures using product data, employee feedback, and operational signals
- Develop understanding of integrations, APIs, data flows, identity and permissions, automation, platform dependencies, security, and privacy considerations
- Partner with the Strategic Knowledge program to leverage the knowledge ecosystem
- Identify patterns in unsuccessful or incomplete self-service interactions and recommend improvements
- Create functional and technical artifacts, including requirements, solution designs, process flows, test plans, and decision documentation
- Build relationships across technical and non-technical partners, manage expectations, surface risks, and collaborate across the global IT Support organization
- Support Airbnb’s IT Support organization in improving employee technology assistance through data, AI, automation, self-service, and human support
Requirements
What you’ll need- 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
- 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, including integrations, APIs, data flows, identity and permissions, automation, and application dependencies
- Experience working in enterprise IT, employee technology, IT service management, or a comparable internal business-systems environment
- 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
- Strong analytical and problem-solving skills
- Proven ability to build trust, manage expectations, and drive alignment across distributed or global teams
- Excellent written and verbal communication skills
- Remote-USA eligibility, with a preference for candidates located in the San Francisco Bay Area
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Reasonable accommodations throughout the recruitment process for applicants with disabilities