Business Systems Analyst

As a member of our Product Support Operations and Strategy team, the Business Systems Analyst will be responsible for managing, maintaining, and optimizing our Zendesk instance and other applications that help power our Product Support organization. You will monitor our systems performance and ensure Support systems architecture are of high quality, stable, scalable and reliable. You'll have the opportunity to lead exciting initiatives and help us outline our technology strategy, and recommend and implement changes that improve our teams and customers experience. As our Business Systems Analyst, you will operate with a high level of excellence, influence senior and cross-functional stakeholders, and facilitate decision making through effective communication and documentation best practices.  

What you’ll do at Figma:

• Manage the Product Support Zendesk instance, standardizing and optimizing our configuration, and monitoring performance of automation, triggers and workflows.

• Create and maintain documentation for Zendesk and other core Support tools, including playbooks, operating procedures, change logs, architecture diagrams and other technical documentation.

• Manage and prioritize multiple different tasks for Zendesk backlog requests, and work with internal stakeholders to ensure prioritization and alignment.

• Lead initiatives involving integrations with other applications and systems, owned by cross-functional teams like IT, Engineering, Sales systems, etc. 

• Explore, evaluate, recommend, and design new features and functionalities with Zendesk, AI chatbot and other Support tools to improve our workflows and ensure our systems are working effectively.

• Directly contribute to the overall Product Support AI and technology strategy, advocating for prioritization of critical initiatives, managing risk and ensuring high quality outcomes. Influence partners and leaders delivering effective communication and presenting a clear picture of the opportunities and objectives.

• Leverage project management tools and business systems best practices (i.e. project plans, DACI, documentation, frameworks, wireframes, security assessments) 

• Monitors performance reporting and analyzes data (tickets, reports, etc.) to identify trends and opportunities to improve customer support

We'd love to hear from you if you have:

• 3+ years experience as a Business Systems Analyst and Zendesk administrator for a Support team, with in-depth knowledge of ticketing, support systems and API integrations.

• Experience procuring, implementing and managing Support systems and tools, including AI solutions (i.e. AI chatbots, AI copilots, customer insights tools and other self-service capabilities)

• Proficiency in communicating effectively across different audiences, technical and non-technical, and building strong relationships with cross-functional teams, including Support agents, Engineering, IT, Security, Analytics, Sales.

• Experience managing projects, technical requirements analysis, business process modeling/mapping, and SDLC methodologies (systems development lifecycle)

• Demonstrated ability to put pieces together at a detailed level, understand how systems connect, and proven ability to use data to identify key decisions and the long and short term impact of those decisions.

While not required, it’s an added plus if you also have:

• A Zendesk Administrator or Zendesk App Developer certification.

• Knowledge of programming languages, databases, and business intelligence tools. 

• Experience with data analytics languages, tools and techniques to extract and analyze data (SQL, R).

• 1+ year working in or with AI technology including AI chatbots, AI copilots, large language models, generative responses, or other.

• Agile or Scrum certification.

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.