Business Systems Analyst

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