Job description
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.
What you’ll do
- 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
In order to be successful, you must bring
- 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
Expected salary ranges
- For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $111,350 - $144,100
- For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $100,215 - $129,690
- For candidates living in all other US locations, the expected salary range for this role is currently $94,690 - $122,540
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
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Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected].
If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ .
