Description
We're growing our team of passionate creatives and builders on a mission to make design accessible to all. Our platform helps teams bring ideas to life,whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.
As a member of our Product Support Operations & Strategy team, the Business Systems Analyst will be responsible for owning and evolving the systems that power our support organization. This role is ideal for someone with deep Zendesk administration expertise who also brings strong systems thinking across workflows, routing, integrations, governance, and operational scale.
You will help ensure our support systems are stable, well-designed, and adaptable, while partnering across teams to implement changes that improve both customer and specialist experience.
Responsibilities:
- 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 the use of agent-facing tooling and AI capabilities, including Zendesk Copilot and other agent assist opportunities that improve specialist efficiency and customer experience
- Partner closely with Support, Engineering, IT, Security, Analytics, and other multi-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 in scope, including requirements gathering, solution design, 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
We'd love to hear from you if you have:
- 3+ years as a Zendesk Administrator or Business Systems Analyst supporting customer/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/system changes and collaborate with cross-functional stakeholders (Engineering, IT, Security, Analytics)
While not required, it’s an added plus if you also have:
- Zendesk Administrator or App Developer certification
- Experience with AI-powered support tools (e.g., Zendesk Copilot, agent assist, chatbots, intent/classification systems)
- Expertise in scalable routing solutions (skills-based routing, intelligent routing, automated classification)
- Strong technical experience with APIs, webhooks, integrations, and advanced Zendesk implementations
- Experience using analytics tools or SQL to evaluate and optimize support workflows and tooling
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.
Pay Transparency Disclosure
If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below. Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.
Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future.
Annual Base Salary Range: $105,000-$245,000 USD