MENU
  • Remote Jobs
  • Companies
  • Go Premium
  • Job Alerts
  • Post a Job
  • Log in
  • Sign up
Working Nomads logo Working Nomads
  • Remote Jobs
  • Companies
  • Post Jobs
  • Go Premium
  • Get Free Job Alerts
  • Log in

Business Systems Analyst - Product Support

Figma

Full-time
USA
$102k-$215k per year
analyst
sql
project management
architecture
scrum master
The job listing has expired. Unfortunately, the hiring company is no longer accepting new applications.

To see similar active jobs please follow this link: Remote Consulting jobs

As a member of our Product Support Operations and Strategy team, the Business Systems Analyst will be responsible for supporting, maintaining, and innovating the primary systems that help power our Product Support organization, including Zendesk and AI tools. 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, 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.  

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you’ll do at Figma:

  • Own the day-to-day administration, maintenance, improvements and governance of our Zendesk platform, including configuration changes, incident management, escalations, and SDLC processes.

  • Own and maintain documentation for Zendesk and other core Support tools, including playbooks, change logs, architecture diagram and  business continuity plans.

  • Explore, evaluate, recommend, and design new features and functionalities with Zendesk, AI chatbot and other Support tools to improve our workflows and facilitate integration of internal tools and 3rd party applications using API and webhooks.

  • Manage and prioritize multiple different tasks for projects and Zendesk backlog requests.

  • Work with internal and external partners to ensure our systems are effectively running 

  • 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) 

  • 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

  • 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 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.

About the job

Full-time
USA
$102k-$215k per year
Posted 1 year ago
analyst
sql
project management
architecture
scrum master
Enhancv advertisement
+ 1,284 new jobs added today
30,000+
Remote Jobs

Don't miss out — new listings every hour

Join Premium

Business Systems Analyst - Product Support

Figma
The job listing has expired. Unfortunately, the hiring company is no longer accepting new applications.

To see similar active jobs please follow this link: Remote Consulting jobs

As a member of our Product Support Operations and Strategy team, the Business Systems Analyst will be responsible for supporting, maintaining, and innovating the primary systems that help power our Product Support organization, including Zendesk and AI tools. 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, 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.  

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you’ll do at Figma:

  • Own the day-to-day administration, maintenance, improvements and governance of our Zendesk platform, including configuration changes, incident management, escalations, and SDLC processes.

  • Own and maintain documentation for Zendesk and other core Support tools, including playbooks, change logs, architecture diagram and  business continuity plans.

  • Explore, evaluate, recommend, and design new features and functionalities with Zendesk, AI chatbot and other Support tools to improve our workflows and facilitate integration of internal tools and 3rd party applications using API and webhooks.

  • Manage and prioritize multiple different tasks for projects and Zendesk backlog requests.

  • Work with internal and external partners to ensure our systems are effectively running 

  • 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) 

  • 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

  • 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 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.

Working Nomads

Post Jobs
Premium Subscription
Sponsorship
Reviews
Job Alerts

Job Skills
Jobs by Location
Jobs by Experience Level
Jobs by Position Type
Jobs by Salary
API
Scam Alert
FAQ
Privacy policy
Terms and conditions
Contact us
About us

Jobs by Category

Remote Administration jobs
Remote Consulting jobs
Remote Customer Success jobs
Remote Development jobs
Remote Design jobs
Remote Education jobs
Remote Finance jobs
Remote Legal jobs
Remote Healthcare jobs
Remote Human Resources jobs
Remote Management jobs
Remote Marketing jobs
Remote Sales jobs
Remote System Administration jobs
Remote Writing jobs

Jobs by Position Type

Remote Full-time jobs
Remote Part-time jobs
Remote Contract jobs

Jobs by Region

Remote jobs Anywhere
Remote jobs North America
Remote jobs Latin America
Remote jobs Europe
Remote jobs Middle East
Remote jobs Africa
Remote jobs APAC

Jobs by Skill

Remote Accounting jobs
Remote Assistant jobs
Remote Copywriting jobs
Remote Cyber Security jobs
Remote Data Analyst jobs
Remote Data Entry jobs
Remote English jobs
Remote Entry Level jobs
Remote Spanish jobs
Remote Project Management jobs
Remote QA jobs
Remote SEO jobs

Jobs by Country

Remote jobs Australia
Remote jobs Argentina
Remote jobs Belgium
Remote jobs Brazil
Remote jobs Canada
Remote jobs Colombia
Remote jobs France
Remote jobs Germany
Remote jobs Ireland
Remote jobs India
Remote jobs Japan
Remote jobs Mexico
Remote jobs Netherlands
Remote jobs New Zealand
Remote jobs Philippines
Remote jobs Poland
Remote jobs Portugal
Remote jobs Singapore
Remote jobs Spain
Remote jobs UK
Remote jobs USA


Working Nomads curates remote digital jobs from around the web.

© 2026 Working Nomads.