# Business Systems Analyst

**Company**: Figma
**Location**: San Francisco, CA
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $105,000-$245,000 USD
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/figma/jobs/6215865004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_91d93fdc-609

## Description

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all.

As a member of the Operations & Strategy team within Customer Operations & Support (COS), you'll own and evolve the systems that power our support organization.

**Responsibilities**

- Own and optimize the COS Zendesk environment, including workflows, business rules, automations, routing, permissions, and overall system health

- Lead improvements to ticket classification, queue design, backlog management, and skills-based routing to help Support scale

- Administer Decagon and its integration with Zendesk, including handoffs, escalations, and routing of AI-escalated tickets

- Serve as a hands-on admin across our broader support tooling, including Sprinklr, Gainsight, MaestroQA, Assembled, among others

- Evaluate and expand agent-facing AI capabilities, including Zendesk Copilot and other agent assist opportunities

- Own the lifecycle of systems changes, including requirements, design, testing, rollout, communication, and post-launch monitoring

- Create and maintain documentation across systems, including playbooks, operating procedures, change logs, and architecture diagrams

**Requirements**

- 3+ years of experience as a Zendesk administrator or Business Systems Analyst supporting a customer or product support organization

- Deep hands-on experience with Zendesk workflows, routing, automations, business rules, queue architecture, and channel configuration, plus hands-on experience configuring Decagon and integrating it with Zendesk

- Experience administering or supporting multiple tools across a support ecosystem, and the ability to learn new systems quickly

- Experience leading systems changes independently or in partnership with Engineering, IT, Security, or Analytics

- Strong communication skills, ownership, and sound judgment, with the ability to work effectively with technical and non-technical stakeholders while maintaining a high bar for quality, documentation, and execution

**Benefits**

- Health, dental, and vision coverage

- Retirement benefits with company contributions

- Parental leave and reproductive or family planning support

- Mental health and wellness benefits

- Paid time off

- Company recharge days

- Cell phone and home internet reimbursements

- Lifestyle spending accounts

## Skills

### Required
- Zendesk
- Decagon
- Sprinklr
- Gainsight
- MaestroQA
- Assembled

### Nice to have
- Zendesk Administrator certification
- Experience configuring skills-based routing
- Experience with Zendesk Copilot

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/figma/jobs/6215865004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)