The Senior IT Business Partner serves as the strategic technology liaison for Customer Support business teams. The role aligns business priorities with IT roadmaps, shapes digital and AI-enabled opportunities, and helps deliver secure, scalable solutions that improve customer experience, support productivity, operational performance, and business value.
ResponsibilitiesKey Responsibilities
- Partner with Customer Support leaders to understand business priorities, pain points, and value drivers; translate them into technology roadmaps and prioritized initiatives.
- Act as the single point of accountability between business teams and IT delivery groups, ensuring clear demand intake, prioritization, communication, and benefits realization.
- Drive improvements across customer support platforms and processes, including contact center, CRM, knowledge management, customer portals, e-Commerce, self-service, and support workflow capabilities.
- Identify automation, analytics, and AI use cases that improve support quality, agent productivity, customer experience, and end-to-end support journeys.
- Partner with architecture, data, cybersecurity, product, and delivery teams to ensure solutions meet enterprise standards for security, compliance, scalability, usability, and supportability.
- Support change management, business readiness, stakeholder communications, adoption plans, and training needs for new or enhanced solutions.
- Track KPIs, service health, adoption, risks, and business outcomes; escalate issues and drive continuous improvement across IT-enabled support services.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent practical experience.
- Experience in IT business partnership, business relationship management, customer support technology, digital transformation, product ownership, or program delivery.
- Strong understanding of customer support operations, service management, business process improvement, and stakeholder engagement.
- Ability to translate business needs into technology requirements, investment cases, roadmaps, and measurable outcomes.
- Excellent communication, facilitation, prioritization, problem-solving, and executive stakeholder management skills.
Preferred Qualifications
- Experience with contact center, CRM, portal, knowledge management, ITSM, workflow automation, or customer experience platforms.
- Familiarity with Agile, ITIL, Lean, Six Sigma, project management, or product management practices.
- Experience working across global, matrixed teams with business, supplier, cybersecurity, data, architecture, and delivery stakeholders.
AI Knowledge
- Working knowledge of Generative AI, AI copilots, conversational AI, machine learning, intelligent automation, and analytics concepts.
- Ability to identify practical AI opportunities for customer support, including agent assist, knowledge search, virtual agents, ticket routing, sentiment insights, and workflow automation.
- Understanding of responsible AI, data protection, cybersecurity, governance, and adoption considerations in an enterprise environment.
Success Measures
- Business stakeholder satisfaction and quality of IT partnership.
- Improved customer and agent experience through technology-enabled support capabilities.
- Adoption and business value realization from digital, automation, and AI-enabled solutions.
- Improved service health, operational efficiency, compliance alignment, and roadmap execution.
BENEFITS OF WORKING FOR HONEYWELL
In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: click here
The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates. Job Posting Date: May 13, 2026
ABOUT HONEYWELL
Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state of the art technology solutions to improve efficiency, productivity, sustainability, and safety in high growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. Learn more about Honeywell: click here
THE BUSINESS UNIT
Honeywell Aerospace Technologies (AT) products and services are found on virtually every commercial, defense, and space aircraft in the world. We build aircraft engines, cockpit and cabin electronics, wireless connectivity systems, mechanical components and more, and connect many of them via our high-speed Wi-Fi offerings. Our solutions create healthier air travel, more fuel-efficient and better-maintained aircraft, more direct and on-time flight arrivals, safer skies and airports, and more comfortable flights, along with several innovations and services that reflect exciting and emerging new transportation methods such as autonomous and supersonic flight. Revenues in 2023 for Honeywell Aerospace Technology were $14B and there are approximately 21,000 employees globally. To learn more, please visit click here.
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