Business Systems Analyst

16 hours, 36 minutes ago
Full-time
Mid Level
Data Science and Analytics
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

Description

  • Own and optimize the COS Zendesk environment, including workflows, automations, routing, permissions, and system health.
  • Improve ticket classification, queue design, backlog management, and skills-based routing.
  • Administer Decagon and its Zendesk integration, including handoffs, escalations, and AI-ticket routing.
  • Support additional tools including Sprinklr, Gainsight, MaestroQA, and Assembled.
  • Evaluate and expand AI capabilities such as Zendesk Copilot and agent-assist tools.
  • Manage systems changes from requirements and design through testing, rollout, communication, and monitoring.
  • Create and maintain playbooks, procedures, change logs, and architecture documentation.

Requirements

  • 3+ years of experience as a Zendesk administrator or Business Systems Analyst supporting customer or product support organizations.
  • Deep hands-on experience with Zendesk workflows, routing, automations, business rules, queue architecture, and channel configuration.
  • Hands-on experience configuring Decagon and integrating it with Zendesk.
  • Experience administering multiple tools in a support technology ecosystem and learning new systems quickly.
  • Experience independently leading systems changes with Engineering, IT, Security, or Analytics partners.
  • Strong communication, ownership, judgment, documentation, and execution skills.
  • Zendesk Administrator certification (preferred).
  • Experience with skills-based or intelligent routing, classification, Zendesk Copilot, agent-assist, or other AI support tools (preferred).
  • Experience with Sprinklr, Gainsight, MaestroQA, Assembled, Salesforce, APIs, webhooks, custom Zendesk apps, scripting, SQL, or analytics tools (preferred).

Benefits

  • Annual base salary range of $105,000–$245,000 USD.
  • Equity package.
  • Health, dental, and vision coverage.
  • Retirement benefits with company contributions.
  • Parental leave and reproductive or family planning support.
  • Mental health and wellness benefits.
  • Paid flexible PTO, sick leave, holidays, and other applicable leave.
  • Remote or US-hub work options, plus potential recharge days, lifestyle spending accounts, and cell phone or home internet reimbursement.

Interested in this position?

Apply directly on the company website

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