Sr. Business Systems Analyst

Thumbtack

19d•$127,245 - $193,710•Remote

About The Position

Thumbtack helps millions of people confidently care for their homes. Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together. About the Technical Program Management Team Technical Program Management is a collaborative, engaging team with a high motor and strong domain and technical expertise. We partner with engineering and teams across the business to drive discovery, prioritization, implementation, improvement, and ongoing management of high-impact technical solutions and programs. It’s our mission to help all of Thumbtack scale and get more done through technology and cross-functional alignment. The challenge Thumbtack is looking for a curious, driven, and tech-savvy Business Systems Analyst to be the first of its kind on our team. You’ll support our Tools (Business Applications) Infrastructure program, partnering closely with our Lead Technical Program Manager, system developers, and business stakeholders across teams like Sales, Service, and Trust & Safety. As the first BSA on the team, you’ll play a foundational role in shaping how we identify tooling-enabled opportunities, analyze their potential costs and benefits, make prioritization recommendations and decisions, and translate them into actionable plans. This role is more than just gathering requirements – you’ll use your deep tech and domain expertise to help transform how we build internal tools, unlock automation opportunities, and create smart, intuitive experiences for the people who rely on our systems every day. You’ll help us innovate, scale thoughtfully, reduce friction, and ensure our tools are as powerful as the teams that use them.

Requirements

5+ years of experience as a Business Systems Analyst, Systems Analyst, or similar hybrid role at the intersection of technology and operational excellence
Advanced analytical and technical problem-solving skills, with the ability to creatively identify business needs and translate them into structured requirements and functional/technical specs
Experience transforming business processes and solutions using bleeding edge technology (e.g. generative and agentic AI); able to identify and implement these opportunities
Excellent collaboration and communication skills with the ability to translate between technical teams (including engineers and system admins/developers) and non-technical stakeholders
Strong documenter and storyteller with experience diagramming processes/systems and using compelling proposals to convey project opportunities; comfortable using tools like Lucidchart, JIRA, Google Workspace, and Coda
Hands-on experience with Salesforce, Contact Centers (e.g. Genesys), SaaS integrations, other backend tools; able to navigate data structures (e.g. interpreting data models, reviewing APIs)
Self-starter with a strong sense of ownership and attention to detail; thrives in a fast-paced and agile environment, works independently while proactively seeking feedback and alignment

Responsibilities

Discover - With strategic guidance from TPM and business leadership, perform investigations (e.g. data/process/system/infra analysis, online/peer/internal research) to identify transformative tech-based opportunities to drive efficiency, experience, scalability, or business outcomes
Analyze - Comprehensively analyze the highest potential opportunities, determine requirements, identify and evaluate solution alternatives (including assessing new tools/tech/innovations and running live/simulated tests/POCs), and document the process and findings
Propose - Based on completed analyses, document compelling project recommendations including details of costs and benefits, development and change management scope/effort, risks and dependencies, and other considerations
Plan - Collaborate with TPMs, development teams, and business stakeholders to translate approved recommendations and inbound business requests into detailed requirements and technical specs (including workflow diagrams, system designs, and other visual documentation), actionable project/implementation plans, and clear and measurable goals
Deliver - Collaborate with TPMs, development teams, and business stakeholders to execute and iterate on select plans, track and communicate progress, fix issues, help with UAT and change management, assess results vs. intentions, document learnings, and facilitate necessary handoffs
Set the bar - Play an active role in building up the BSA function, helping to shape it over time in a way that levels up the TPM charter and drives maximum value

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