Sr. Technology Business Partner

Overview The Senior Technology Business Partner leads the User Support function as a consultative, business-aware IT service organization. This role focuses on deeply understanding how the business operates, the challenges it faces, and how technology can better enable productivity and outcomes.

Acting as a trusted internal IT consultant, the Senior Technology Business Partner works closely with business partners to understand needs and challenges, and collaborates with corporate IT teams to help shape, inform, and support the delivery of scalable enterprise solutions. This role is accountable for service outcomes, business partnership, enterprise alignment, and continuous improvement, while ensuring business offices remain informed and aligned with advancements, implementations, and standards established at the corporate and enterprise level.

Responsibilities Business Understanding & Consultative Partnership Develop a deep understanding of:

Business workflows

Operational challenges

Technology pain points affecting productivity and effectiveness

Build trusted relationships with business leaders and key stakeholders based on credibility, reliability, and understanding

Act as a consultative advisor, helping the business:

Clarify problems before jumping to solutions

Understand enterprise capabilities and constraints

Set realistic expectations for technology enablement

Capture and articulate business challenges and needs in a way that supports effective collaboration with corporate ITCollaboration with Corporate ITPartner with corporate IT teams (Applications, Infrastructure, Security, Product Management) to:

Share business insights and observed challenges

Provide context that informs solution design and prioritization

Support adoption and change once solutions are delivered

Help ensure enterprise solutions are:

Practical for day-to-day business use Aligned with how work is actually performed

Reinforce enterprise-first solutions while remaining sensitive to business realities

Service Delivery & Operational Leadership Oversee the end-to-end delivery of user support services, including incident, request, and problem management

Ensure support services are reliable, predictable, and aligned to business priorities

Use service trends and recurring issues as signals for broader business or technology improvement opportunities

Continuous Improvement, Automation & Modernization Identify opportunities to:

Eliminate recurring issues through root-cause analysis

Improve user experience and productivity

Reduce manual effort through automation and self-service

Leverage Service Now, automation, and AI-enabled tools to modernize support delivery

Treat reductions in ticket volume and reactive work as indicators of success

Insight, Metrics & Feedback Define and track service metrics that reflect:

Business impact

User experience

Service quality and efficiency

Use quantitative data and qualitative business feedback to:

Identify improvement opportunities

Inform discussions with corporate ITProvide clear insights and recommendations to IT and business leadership

Change Awareness & Communication Ensure business partners are aware of:

Upcoming enterprise technology changes

New capabilities and enhancements

Solutions implemented elsewhere in the organization that may be relevant

Support change readiness by coordinating communication, training awareness, and adoption support in partnership with corporate ITPeople Leadership & Talent Development Lead, mentor, and develop User Support Managers and Specialists Set expectations for:

Professionalism Ownership Consultative  engagement with the business

Develop team members into service professionals who understand the business context and think beyond local fixes

Foster a culture of learning,…