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Business Systems Analyst

51 minutes ago
United States
Full-time
Mid Level
Business Analyst
Data Science and Analytics
Figma SQL
Apply Now
Figma

Figma

Figma provides a collaborative web application for interface design that enables users to seamlessly design, prototype, and gather feedback in real time, while also offering additional offline capabilities through desktop applications for macOS and Win...

Internet Software & Services
1K-5K
Founded 2012
$333M raised
View All Jobs 79

Description

  • Own and optimize the Product Support Zendesk environment, including workflows, business rules, automations, routing, permissions, and overall system health.
  • Lead improvements to ticket classification and categorization, queue design, backlog management, and skills-based routing to help Support scale more effectively.
  • Evaluate and expand agent-facing tooling and AI capabilities, including Zendesk Copilot and other agent assist opportunities.
  • Partner with Support, Engineering, IT, Security, Analytics, and other cross-functional teams to design and implement systems changes, integrations, and tooling improvements.
  • Create and maintain documentation for Zendesk and adjacent support systems, including playbooks, operating procedures, change logs, architecture diagrams, and other technical documentation.
  • Own the lifecycle of systems changes from requirements gathering and solution design through testing, rollout, stakeholder communication, and post-launch monitoring.
  • Use data, operational context, and collaborator input to identify opportunities to reduce manual work, improve scalability, and strengthen support workflows over time.

Requirements

  • 3+ years of experience as a Zendesk Administrator or Business Systems Analyst supporting customer or product support teams.
  • Deep hands-on expertise with Zendesk workflows, routing, automations, business rules, queue architecture, and channel configuration.
  • Experience operating in scaled support environments, including backlog management, ticket routing, and evolving support needs.
  • Strong systems thinking with experience across interconnected tools, workflows, and integrations.
  • Proven ability to lead technical or system changes and collaborate with cross-functional stakeholders including Engineering, IT, Security, and Analytics.
  • Zendesk Administrator or App Developer certification is preferred.
  • Experience with AI-powered support tools such as Zendesk Copilot, agent assist, chatbots, or intent/classification systems is a plus.
  • Expertise in scalable routing solutions such as skills-based routing, intelligent routing, or automated classification is preferred.
  • Strong technical experience with APIs, webhooks, integrations, and advanced Zendesk implementations is preferred.
  • Experience using analytics tools or SQL to evaluate and optimize support workflows and tooling is preferred.

Benefits

  • Annual base salary range of $105,000 to $245,000 USD, depending on location and level.
  • Equity in Figma.
  • Health, dental, and vision coverage.
  • Retirement plan with company contribution.
  • Parental leave and reproductive or family planning support.
  • Mental health and wellness benefits.
  • Generous PTO plus company recharge days.
  • Learning and development stipend, work-from-home stipend, and cell phone reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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