Overview

As a Business Systems Analyst on our HelpSpot Product Management Team, you will be responsible for driving our help teams to success at scale. HelpSpot is HubSpot’s self-service help portal.

We are on a journey to empower our help teams to be more efficient with their operations, drive self service to increase deflection while also providing a frictionless help experience to our employees. In this role, you’ll drive these scalability efforts from start to finish as well as manage and maintain their continued success. You’ll support us with owning and leveling up our Virtual Agent and Knowledge Base adoption, accuracy and success to drive deflection. You’ll enable our HelpDesk team to launch new tooling and functionality like In Office Walk Up Experience and synchronous support pathways to pivot our operations to provide support faster and in a more strategic way. All of these deliveries will enable us to provide our help teams the tools they need to offer standard, efficient, transparent, and centralized support and improve the overall internal help experience for our HubSpotters.

In this role, you’ll get to:

  • Be a partner to the HelpDesk Team and Leaders in designing what our vision state support model is as well as how we get there
  • Implement solutions to enable Helpdesk efficiency of operations at scale
  • Be an expert in understanding new needs and enhancements then turn them into specific business and technical requirements – always going back to the why and the value
  • Collaborate with our Engineers to ensure long term thinking, best practices are followed, and act as an advocate for our system health and architecture
  • Be an influencer on the use of Data Driven Reporting, to provide our team with the transparency they need to efficiently run their Help Operations and prove the ROI / value your delivering
  • Develop integrations and automations through systems like Flow Designer in ServiceNow and Workato to connect our scalability solutions to ServiceNow
  • Own the success of each delivery, knowing the need from front to back, designing the right solution, training, testing, communicating then measuring your delivery against KPIs

We are looking for people who have:

  • Proven success using, managing and owning solutions in ServiceNow ITSM
  • Experience with Virtual Agent, Knowledge Base and ticket operations approaches
  • Proven ability to design and implement successful solutions for business problems, own high impact deliverables, run time bound projects, influence and drive change
  • Excellent communication, conversation driving and collaboration skills as well as autonomy to act as a self starter
  • Ability to influence decision making with data with a focus on metrics for measuring success
  • A passion for standardizing processes and comfort and confidence in creating processes and solutions anew

Cash compensation range: 100,000-145,000 USD annually.

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy from Katie Burke, HubSpot’s Chief People Officer.

The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, all HubSpotters are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.


We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

Important COVID-19 Guidance (For candidates applying to roles in the United States):

Per HubSpot’s policy all employees who wish to work @office or @flex or to visit an office in-person must be fully-vaccinated. At this time, @remote employees are not required to be vaccinated.

Germany Applicants: (m/f/d) – link to HubSpot’s Career Diversity page here.


About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our careers website to learn more about culture and opportunities at HubSpot.


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