Senior IT Business Systems Engineer

WHY BETTER. WHY NOW.

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 co