Senior IT Business Partner

Honeywell Aerospace US LLC in; Phoenix (AZ); On-site; USD 120,000 - 150,000; Full time

Job summary

Honeywell Aerospace US LLC in Phoenix seeks a Senior IT Business Partner (Finance) to align IT roadmaps with financial and customer support priorities, shaping digital and AI-enabled opportunities while delivering secure, scalable solutions that improve customer experience and operation performance.

The role requires leadership across IT, data, cybersecurity, and delivery teams, strong stakeholder management, and the ability to translate business needs into measurable outcomes, with proficiency

Qualifications

• Bachelor's degree in IT, CS, Business, or related field.
• Experience in IT business partnership and customer support tech.
• Strong stakeholder management and communication skills.
• Ability to translate business needs into technology requirements and roadmaps.
• Familiarity with AI opportunities and enterprise security.

Responsibilities

• Partner with Customer Support leaders to translate priorities into tech roadmaps.
• Serve as single point of accountability between business and IT delivery.
• Drive improvements across contact center, CRM, portals, knowledge bases, and workflows.
• Identify automation and AI use cases to improve support quality.
• Ensure solutions meet security, compliance, scalability, usability, and supportability.
• Support change management, adoption, and training.
• Track KPIs and outcomes; drive continuous improvement.

Skills

IT Business Partner

Business Relationship Mgmt

Customer Support Tech

Digital Transformation

Product Ownership

Program Delivery

Executive Stakeholder Mgmt

Communication

Facilitation

Problem Solving

Education

Bachelor's degree

Tools

CRM

ITSM

Workflow Automation

Knowledge Management

Job description

Senior IT Business Partner (Finance)

The Senior IT Business Partner serves as the strategic technology liaison for Customer Support business teams. The role aligns business priorities with IT roadmaps, shapes digital and AI-enabled opportunities, and helps deliver secure, scalable solutions that improve customer experience, support productivity, operational performance, and business value.

Responsibilities

• Partner with Customer Support leaders to understand business priorities, pain points, and value drivers; translate them into technology roadmaps and prioritized initiatives.
• Act as the single point of accountability between business teams and IT delivery groups, ensuring clear demand intake, prioritization, communication, and benefits realization.
• Drive improvements across customer support platforms and processes, including contact center, CRM, knowledge management, customer portals, e-Commerce, self-service, and support workflow capabilities.
• Identify automation, analytics, and AI use cases that improve support quality, agent productivity, customer experience, and end-to-end support journeys.
• Partner with architecture, data, cybersecurity, product, and delivery teams to ensure solutions meet enterprise standards for security, compliance, scalability, usability, and supportability.
• Support change management, business readiness, stakeholder communications, adoption plans, and training needs for new or enhanced solutions.
• Track KPIs, service health, adoption, risks, and business outcomes; elevate issues and drive continuous improvement across IT-enabled support services.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent practical experience.
• Experience in IT business partnership, business relationship management, customer support technology, digital transformation, product ownership, or program delivery.
• Strong understanding of customer support operations, service management, business process improvement, and stakeholder engagement.
• Ability to translate business needs into technology requirements, investment cases, roadmaps, and measurable outcomes.
• Excellent communication, facilitation, prioritization, problem-solving, and executive stakeholder management skills.

Preferred Qualifications

• Experience with contact center, CRM, portal, knowledge management, ITSM, workflow automation, or customer experience platforms.
• Familiarity with Agile, ITIL, Lean, Six Sigma, project management, or product management practices.
• Experience working across global, matrixed teams with business, supplier, cybersecurity, data, architecture, and delivery stakeholders.

AI Knowledge

• Working knowledge of Generative AI, AI copilots, conversational AI, machine learning, intelligent automation, and analytics concepts.
• Ability to identify practical AI opportunities for customer support, including agent assist, knowledge search, virtual agents, ticket routing, sentiment insights, and workflow automation.
• Understanding of responsible AI, data protection, cybersecurity, governance, and adoption considerations in an enterprise environment.

Success Measures

• Business stakeholder satisfaction and quality of IT partnership.
• Improved customer and agent experience through technology-enabled support capabilities.
• Adoption and business value realization from digital, automation, and AI-enabled solutions.
• Improved service health, operational efficiency, compliance alignment, and roadmap execution.