Staff Business Systems Analyst - Workforce Technology Solutions

Join Intuit as a Staff Business Systems Analyst - Workforce Technology Solutions in Customer Success Modern Operations. We are seeking a senior, highly trusted Expert Technologist who will operate as the single-threaded owner for end-to-end expert technology processes, releases, and enablement.

This role sits at the intersection of IT and Business Systems Analysis, bridging Intuit Technology teams with Global Partner Operations. You will act as the strategic gatekeeper for the partner ecosystem-overseeing technology changes, approving rollouts, and ensuring a consistent, high-quality technology experience for thousands of experts worldwide. You’ll replace today’s fragmented oversight model with a scalable governance framework that minimizes operational disruption, ensures compliance, and enables confident, well-coordinated releases. As a Staff-level leader, you’ll tackle complex, cross-functional business challenges, drive innovation across a two-sided professional network, and maintain end-to-end accountability to deliver with speed and quality.

Success in this role requires strong influence in a highly matrixed organization, a bias for action, and the ability to partner closely with senior leaders to turn strategy into execution. Above all, you’ll play a key role in delivering seamless, delightful experiences for our customers and experts.

This is a unique opportunity to help lead Intuit’s transformation toward industry-leading service operations technologies and platforms.

Responsibilities

* Collaborates with top engineers, IT product managers, and Customer Success business partners to define long-term capability strategies, ensuring technology solutions and changes are synchronized across the ecosystem to deliver a unified technology experience while minimizing risk and downtime.

• Analyzes complex business problems to be solved through process automation, re-engineering, and strategic analysis of business processes; proactively seeks data to build business cases, influences effectively, and presents logically.
• Leads the development and implementation of a partner technology compliance framework, partnering with internal audit and compliance teams to monitor contractual adherence across hardware, software, and security tools, and to ensure a secure operational environment
• Moves fluidly between high-level strategy and execution; confident in escalating to Senior Leadership to pause releases that pose operational risk, while also leading technical “office hours” to resolve immediate blockers for partner IT teams.
• Has an innate curiosity and willingness to dive deep into a complicated platform product, identifies and documents how any underlying system connects, while identifying gaps and automation requirements
• Leads business process reengineering efforts to address fragmented processes and technology solutions, identifying systemic integration gaps and defining business requirements for new technology solutions.
• Supports the translation of strategic plans into prioritized initiatives and contributes to their execution.
• Demonstrates steady performance and adaptability amidst uncertainty and aggressive deadlines.
• Engages in continuous learning and seeks mentorship to foster high performance and professional growth within the team.

5+ years of hands-on experience in IT operations within a fast-paced, technology-driven organization.

• Strong troubleshooting and architectural expertise across enterprise systems and integrations; experience with VDI/CloudPC, SSO/Identity Management (PingID), and Contact Center technologies (Amazon Connect) preferred.
• Demonstrated ability to understand operating systems holistically, visualizing the end-to-end partner expert journey and how changes in one system (e.g., SSO) impact downstream users across geographies and hardware configurations.
• Proven experience leading the delivery of a portfolio of technology programs and projects, balancing operational stability with innovation.
• Experience in Business Process Reengineering (BPR) principles from planning to post-implementation, contributing to problem-solving aligned with business priorities, and a strong understanding of all phases of the Software Development Life Cycle (SDLC).
• Adept at translating complex technical analysis and system changes (e.g., network upgrades, endpoint security) into actionable business insights for non-technical stakeholders, including senior leadership and partner operations teams.
• Strong analytical skills with demonstrated proficiency in using data and analytics tools to identify usage patterns, influence product roadmaps, and reduce expert downtime.
• Demonstrated ability to operate effectively in a matrixed environment, influencing without authority and building strong partnerships across Business Units and Technology teams.
• Undergraduate degree in a business, technical, or science discipline required; MIS, Master’s in Computer Science, or other advanced degree preferred.