Description
The IT Vendor Operations team at Block sits at the intersection of business and technology, triaging, troubleshooting, and resolving technical issues across the tools and systems that thousands of Block advocates rely on every day.
As Business Systems Analyst, you will be the first line of defense when something breaks, the investigator when something behaves unexpectedly, and the bridge between our business teams and engineering partners.
Responsibilities:
- Support identity and access management administration for an entire suite of applications, balancing routine operational tasks with complex, non-routine requests requiring investigation and specialized attention.
- Triage and resolve technical support tickets spanning Salesforce, Amazon Connect, Toolbox, Regulator, Registry, internal tax tools, and other internal & external systems.
- Troubleshoot bugs, system errors, and unexpected behaviors reported by internal team members and escalate to engineering when needed.
- Process and validate access requests for various systems and roles.
- Perform system validation to ensure tools work as intended for support teams and customers.
- Manage technical escalations through Jira, coordinating with engineering and product teams to drive resolution.
- Support SEV management as a liaison between support teams and engineers during critical system incidents.
- Automate and improve operational workflows to reduce manual effort and improve response times.
- Document troubleshooting steps, known issues, and resolution paths to build a shared knowledge base.
- Partner cross-functionally with teams across Block to identify recurring pain points and advocate for systemic fixes.
Requirements:
- Experience in IT support, business systems, or technical operations , ideally in a support or customer care environment.
- Familiarity with Salesforce administration or configuration (flows, queues, skills, user management).
- Strong troubleshooting and analytical skills.
- Effective and clear communication (written and verbal).
- Comfort working in Jira or similar ticketing systems for tracking and managing work.
- Ability to read and interpret code, logs, and system configurations.
- Methodical, highly organized, and detail-oriented with a high level of accuracy.
- A bias toward action.
Preferred Skills:
- Experience with Amazon Connect, telephony systems, or contact center platforms.
- Familiarity with Okta, IAM, or access management workflows.
- Scripting or automation experience (Python, JavaScript, or similar).
Technologies We Use:
- Salesforce (CF1)
- Amazon Connect
- Jira
- Okta
- GitHub
- Google Workspace
- AI-assisted development tools