Senior IT Business Systems Engineer

Senior IT Business Systems Engineer

Better is rebuilding home finance as an AI-native platform—turning a process that once took weeks into something that can happen in seconds.

With over $110B in loans funded and $1.2B+ raised, we operate at real scale while rethinking how homeownership works from the ground up.

The category hasn't caught up yet. That's the opportunity.

Role Summary

We are looking for a Senior IT Business Systems Engineer to own and advance our Atlassian and Intercom platforms. You will be the go-to expert for configuring, supporting, and continuously improving the tools our teams rely on every day — from Jira and Confluence to Intercom messaging and AI-driven workflows. You will partner with business leaders to translate their goals into scalable solutions, drive automation and integrations, and ensure our knowledge base and service workflows stay reliable, secure, and easy to use. This is a hands-on, high-impact role for someone who enjoys solving complex problems and continuously learning new technologies.

Key Responsibilities

• Administer the full Atlassian suite (Jira, Jira Service Management, Confluence, Loom, and Atlassian data management), including site management, permissions schemes, workflows, projects, custom fields, backups, and disaster recovery.

• Configure, support, and optimize Intercom, including inboxes, workflows, messaging, help center content, custom bots, and reporting.

• Provide tier 2 and tier 3 support for end users across Atlassian and Intercom — triaging issues, performing root-cause analysis, and partnering with vendor support when needed.

• Manage Atlassian Analytics and Rovo (Atlassian AI), including data source configuration, dashboard development, agent setup, and driving adoption across the business.

• Build and maintain Atlassian automations and Intercom workflows that streamline repetitive work and improve team efficiency.

• Lead knowledge management initiatives by partnering with the business to keep Confluence spaces and the Intercom help center current, well-structured, and actively used.

• Run platform health initiatives such as auditing Jira, JSM, and Confluence to ensure data integrity, proper configuration, license optimization, and alignment with best practices.

• Manage users, groups, and access provisioning across Atlassian and Intercom through Okta or another IDP using SCIM and SAML.

• Evaluate, deploy, and manage Atlassian Marketplace apps and Intercom integrations, including connections to Slack, CRMs, Okta, and other internal systems.

• Support audit, compliance, and access certification activities (e.g., SOX, SOC 2) with reporting, evidence collection, and periodic access reviews.

• Partner with business leaders to gather requirements and design solutions within the Atlassian and Intercom product suites that meet their business goals.

• Develop scripts, queries, and integrations using Python, JQL, JavaScript, and REST APIs to extend platform capabilities.

• Document configurations, runbooks, and processes to support team continuity and onboarding.

Qualifications

• 5+ years of experience in a business systems, systems engineering, or similar technical administration role.

• Hands-on experience administering the Atlassian suite (Jira, JSM, Confluence, Loom) at scale, including Atlassian Cloud site administration.

• Experience configuring and supporting Intercom in a production environment, including workflows, bots, and the help center.

• Proven experience building automations within Atlassian (Automation for Jira) and Intercom.

• Experience with Atlassian Analytics and Rovo (Atlassian AI), including dashboards and AI agents.

• Proficiency with Python, JQL, JavaScript, and REST APIs for scripting, reporting, and integrations.

• Experience managing users and groups via SCIM and SAML through Okta or a comparable IDP.

• Experience evaluating, deploying, and managing Atlassian Marketplace apps and integrating Atlassian or Intercom with other business systems.

• Strong written and verbal communication skills, with the ability to work directly with business leaders and translate requirements into solutions.

• Strong problem-solving and troubleshooting skills, with a structured, root-cause-driven approach.

• Ability and willingness to learn new products quickly to support evolving business needs.

Nice to Have

• Experience building AI agents with Slack integration to assist with performing Atlassian or Intercom automations.

• Experience with ITIL or other service management frameworks.

• Experience with SDLC and Agile frameworks (e.g., Scrum, Kanban, SAFe).

• Experience supporting regulated environments (e.g., SOX, SOC 2, HIPAA, PCI).

• ACP-120 (Jira Cloud Administrator), ACP-420 (Managing Jira Projects for Cloud), ACP-620 (Managing Confluence Cloud), and Intercom Expert certification.

What We Offer

• Performance-driven compensation Competitive base salary with bonus or incentive opportunities, depending on role
• Comprehensive, flexible health benefits A range of medical and dental plans to choose from based on your needs, with vision coverage available for you and your family starting on day one.
• Financial wellbeing & long-term support Build long-term financial security with a 401(k) through Vanguard, HSA with employer contributions, FSA's, Employer Paid STD & LTD plans and access to financial planning resources.
• Time to recharge Generous paid time off, company holidays, sick time, and paid parental leave.
• Support for families Paid parental leave and childcare support, including employer matching for dependent care FSA.
• Holistic wellbeing support Mental health care (6 free virtual or in-person sessions) and wellness programs through Spring Health, EAP access, and additional perks like pet insurance and lifestyle discounts.
• Flexibility in how you work and live Pre-tax Commuter benefit accounts with an employer match, and programs designed to support different working styles and lifestyles.
• Daily perks that make work better Meal and snack offerings in select offices, plus a stipend to support your day-to-day - whether you're in the office or working remotely.
• An exceptional NYC office experience Work from our World Trade Center headquarters - featuring thoughtfully designed spaces, natural light, and panoramic skyline views. It's a space built for collaboration, creativity, and bringing bold ideas to life.
• High-impact work at a category-defining moment Help shape the brand of an AI-native company reinventing homeownership from the ground up.

Better Home & Finance Holding Company is an equal opportunity employer committed to fostering an inclusive and diverse environment for our employees. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status, or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. Better will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.