Remote IT Business Partner - Elevate Employee Experience

Hightouch; Polska; Hybrid; PLN 180,000 - 300,000; Full time

Job summary

Hightouch is seeking its first IT Business Partner to lead IT operations for a remote, distributed workforce. You’ll handle tickets, reduce volume, and partner with our IT Engineer to push AI-driven self-service and automation across the company.

You will shape employee experience, scale IT processes, and drive strategic initiatives beyond day-to-day ticketing. This role evolves from issue resolver to business enablement partner.

Qualifications

• 5+ years of progressive IT experience, ideally in a high-growth startup environment.
• Bachelor’s degree or equivalent experience.
• Exceptional communication skills — you’ll be talking to engineers and non-technical stakeholders alike all day and will need to build trust and accountability.
• Presentation skills - and the ability to clearly and effectively convey ideas and requirements to stakeholders.
• Experience with Okta and Okta workflows - certification a plus.
• Experience managing Apple devices via MDM (Kandji/Iru, Rippling, Jamf, etc.)
• Google Workspace administration experience
• Fluency with security best practices and compliance audits (SOC2, SOX, etc.)
• Experience with AI ITSM platforms (Risotto, Moveworks, Raveena, Serval, or similar)
• Passionate about the employee experience and how IT enables the business

Responsibilities

• Support a remote, distributed workforce directly — respond to tickets, troubleshoot hardware and application issues, and build a positive experience for our employees
• Focus heavily on the employee experience - through the whole lifecycle from onboarding to offboarding. Your job is to make IT the enabler of the business
• Own and continuously tune our AI-powered ticketing system building out automations, self-service flows, and knowledge base content that resolve issues without a human
• Track what’s actually generating ticket volume and use that insight to fix root causes — bad docs, missing automation, a tool that’s confusing by default. Not just resolve the ticket but actually solve the problem
• Gather data, synthesize information, and identify trends to improve processes and experience
• Administer Google Workspace and manage day‑to‑day user access and configuration across our SSO environment (Okta), in partnership with our IT Engineer
• Manage MDM for our device fleet (mainly Apple), keeping onboarding and offboarding fast and painless for new hires and managers alike
• Act as a business partner to teams across the company — sit in on their workflows, understand where tooling is actually getting in the way, and bring solutions proactively rather than reactively
• Build and maintain documentation and self‑service resources, put on trainings, create videos recordings, and manage the IT communications company wide
• Maintain an accurate picture of our IT asset inventory and infrastructure to support planning and audits
• Support security and compliance efforts (SOC 2 and beyond) with a practical, risk‑based approach. Understand the balance between security and business enablement
• Help shape how IT operations should scale as we grow — you’ll have real input into what we build next

Skills

IT leadership

Communication

Stakeholder management

Problem solving

Security/compliance knowledge

Education

Bachelor’s degree or equivalent experience

Tools

Okta

MDM

Google Workspace

AI ITSM platforms

Job description

Hightouch is seeking its first IT Business Partner to lead IT operations for a remote, distributed workforce. You’ll handle tickets, reduce volume, and partner with our IT Engineer to push AI-driven self-service and automation across the company.

You will shape employee experience, scale IT processes, and drive strategic initiatives beyond day-to-day ticketing. This role evolves from issue resolver to business enablement partner.