Business Systems Analyst, Engineering Enablement at Twilio

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Because you belong at Twilio.

The Who, What, Why and Where

At Twilio, our mission is to revolutionize the future of customer engagement. We believe that communication should be at the heart of every product and customer experience. The Engineering Enablement Team is responsible for providing tools, platforms, and solutions used by all Twilions to deliver on this mission. We are looking for an experienced Business Analyst to assist with value advocacy and requirements management focused on the ServiceNow platform.


Twilio is looking for an experienced Business Systems Analyst who lives the Twilio Magic and also has:

  • 4+ years of experience as a Business Analyst in a technical environment.
  • 2+ years of experience working in a continuous delivery environment using Agile
  • 2+ years of experience working with ServiceNow especially ITSM
  • Proven success in leading value advocacy and managing requirements for large and small projects, especially for cloud tools (SaaS) and integrations.
  • Proven understanding of Business Analysis and Product Ownership with demonstrated ability to produce relevant artifacts.
  • Strong technically and can converse credibly with passionate engineers
  • Technically savvy and experience with APIs, enterprise software, process engineering, and mobile is a plus. 
    • Working knowledge of API’s, web services, webhooks, system architecture, user management, application security and compliance.
    • Experience with Atlassian Tools (Jira, ServiceDesk, Confluence), and Airtable is a plus.
    • Experience with application testing, testing methodologies and approaches is a plus.
    • Experience acquiring and manipulating data sets and key value paired data such as JSON, XML, etc.
  • Demonstrated insight showing you build processes and structure where it's needed, yet know how to cut through bureaucracy when it's inefficient to deliver practical solutions
  • Experience with hands-on administration of a user facing application or tool.
  • Bachelor’s degree or equivalent experience required.


As a Business Systems Analyst, you will be responsible for value advocacy and requirements management for a variety of technical projects.  

  • EMPOWER OTHERS: Elicit functional, non-functional, and business requirements to enable technical teams and timely delivery.
  • WRITE IT DOWN: Create artifacts as appropriate to the success of the project. Including but not limited to process flows, integration diagrams, data structures, user stories, use cases, wireframes, roadmaps, test plans.
  • WEAR THE CUSTOMER’S SHOES: Advocate for the highest value work by drawing on expertise built from working with Product Owners, technical resources, and other stakeholders.
  • BE AN OWNER: Manage and own requirements through the full project lifecycle including answering questions through execution and UAT to ensure delivery of the Minimum Loveable Product.
  • BE BOLD: Oversee and/or lead projects from a business analysis perspective, provide status reports if necessary and act as primary point of contact for stakeholder communications.
  • NO SHENANIGANS: Utilize both iterative and sequential project methodologies to delivery projects and consistently engage customers and teams with integrity and transparency.


Twilio is a fast growing company, rapidly expanding the breadth of our product offerings and the geographies we serve. The Engineering Enablement Team is responsible for enabling teams to realize these opportunities by providing expert consulting and tooling. Our work has an impact on critical initiatives both today and in the future.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.


We employ diverse talent from all over the world and we believe great work can be done anywhere. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience,  understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world's communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world's most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world's largest organizations — to reinvent how companies engage with their customers.

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