AI-Driven IT Self-Service Engineer

Triwill Group; San Francisco, Northern (CA, KY); Hybrid; USD 123,000 - 145,000; Full time

Job summary

Airbnb seeks a Business Systems Engineer within IT Support to design and deliver AI-enabled self-service capabilities for employee technology help. You will translate complex IT support needs into clear requirements and partner with Product, Engineering, and knowledge teams to deliver high-quality experiences.

The role emphasizes moving between strategy and execution, owning features, and defining success metrics across global IT Support partners. Remote-USA with SF Bay Area preference.

Qualifications

• 7+ years of professional experience in business systems analysis, technical product delivery, systems engineering, or a related technology role.
• 2+ years of experience delivering AI-enabled or conversational experiences in enterprise environments.
• Strong ability to translate complex business needs into clear functional and technical requirements.
• Experience owning meaningful features or workstreams within cross-functional technology initiatives.

Responsibilities

• Own defined IT self-service features and delivery workstreams, translating business needs into requirements and driving through design, testing, launch, and ongoing improvement.
• Translate IT Support strategy into functional and technical requirements, user stories, process flows, and acceptance criteria.
• Collaborate with Product, Engineering, and stakeholders to align requirements, design, and delivery timelines.
• Analyze potential self-service use cases and recommend improvements based on impact and data.
• Apply AI and conversational technology to evaluate self-service experiences for accuracy and appropriate escalation.
• Define and monitor success measures using product data and operational signals for optimization.
• Develop artifacts such as requirements, designs, flows, test plans, and decision docs for delivery.

Job description

Airbnb seeks a Business Systems Engineer within IT Support to design and deliver AI-enabled self-service capabilities for employee technology help. You will translate complex IT support needs into clear requirements and partner with Product, Engineering, and knowledge teams to deliver high-quality experiences.

The role emphasizes moving between strategy and execution, owning features, and defining success metrics across global IT Support partners. Remote-USA with SF Bay Area preference.