Senior Business Systems Analyst

About the Role

HubSpot's Flywheel organization is evolving how we think about the intersection of technology and people. The Business Acceleration and Transformation (BAT) team sits within CS Strategy and Operations and believes in making technology accessible and reimagining processes to unlock real value.

The Democratize Pod is BAT's newest initiative and it's building something that doesn't exist yet. We create radical transparency into GTM tool performance and friction, unifying all systems communication from critsit alerts to release updates to health metrics. As the Center of Excellence for GTM systems, we ensure teams never wonder "what tool should I use?", "why isn't this working?", or "what's coming next?" When key processes need reimagining for AI, we lead the transformation.

As a Senior BSA on the Democratize Pod, you'll be the technical engine behind that mission. You'll own the systems infrastructure that enables intake as intelligence, unified communications, and tech stack health visibility, working directly with CS reps and GTM leadership on one side, and cross-functional BAT and technical partners on the other. You'll have visibility to senior CSSO leadership and meaningful ownership from day one.

What You'll Do

Build Technical Solutions Within Our Systems: Use tools like Workato and HubSpot’s CRM to design, build, and maintain the workflows, automations, and processes that power BAT's operations. You'll own solutions end-to-end, from scoping through deployment and documentation — and you'll work to know whether what you built actually moved the needle.

Contribute to Process Reimagination: When a process is broken, don't automate it. Rethink it. Work cross-functionally to identify where AI can eliminate friction at the source, bring structure to ambiguous problems, and push for solutions that change how work gets done rather than just automating the current state.

Drive Intake as Intelligence: Support the technical layer behind BAT's intake process, including highlighting deflection opportunities, routing logic, and SLA visibility. Help ensure every request we receive is captured, routed correctly, and aggregated into signal we can act on.

Support Tech Stack Health Monitoring: Contribute to the reporting infrastructure that gives leaders and reps a clear picture of system performance. Help connect GTM tools to reporting infrastructure and feed the monthly tech stack health report with accurate, actionable data.

Help Build Systems Communication Infrastructure: We're actively building the systems that will power how BAT communicates with the business, from critsit alerting to release update cadences to stakeholder health reporting. You'll be part of standing that up, with room to grow your ownership as the infrastructure matures.

Partner Deeply with CS Reps and GTM Leadership: Embed yourself in how CS reps and GTM leaders actually work. Surface friction before they have to tell you about it, translate what you find into technical requirements, and build the business case for what needs to change. Be the person both sides trust, technical enough to build it, clear enough to explain it.

What We're Looking For

• 5+ years in SaaS operations, business systems, or related technical roles with proven technical experience owning solutions end-to-end in complex GTM environments
• Hands-on builder experience using iPaaS platforms (Workato strongly preferred) and direct experience working inside CRM platforms like HubSpot or Salesforce, configuring objects, building workflows, and troubleshooting within the system itself
• Strong stakeholder management working with both technical and non-technical partners; you know how to hold firm on technical constraints while keeping relationships intact
• Systems thinking; you see upstream and downstream impacts, think about what breaks three hops down the road, and design for longevity not just speed
• Ability to translate technical complexity into business language for reps, GTM leaders, and senior stakeholders
• Data fluency: you extract, validate, and analyze data to validate what you build and make better decisions about what comes next
• Strong business acumen: you connect what you build to outcomes, know how to measure whether something moved the needle, and can speak to impact in business terms not just technical ones
• Comfort with ambiguity; this is a pod that is actively building its own playbook, and you'll help write it. You don't need a