Business Systems Analyst

Summary

Join Figma's Product Support Operations and Strategy team as a Business Systems Analyst! You will manage and optimize the Zendesk instance and other support applications, ensuring high quality, stable, and scalable systems. Responsibilities include creating documentation, managing tasks, leading initiatives involving integrations with other systems, and contributing to the overall Product Support AI and technology strategy. You will leverage project management tools and analyze data to identify opportunities for improvement. The ideal candidate possesses 3+ years of experience as a Business Systems Analyst and Zendesk administrator, along with proficiency in communication and cross-functional collaboration. Figma offers a competitive compensation package including health, dental, vision, retirement benefits, parental leave, and more.

Requirements

• 3+ years experience as a Business Systems Analyst and Zendesk administrator for a Support team, with in-depth knowledge of ticketing, support systems and API integrations
• 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

Responsibilities

• Manage the Product Support Zendesk instance, standardizing and optimizing our configuration, and monitoring performance of automation, triggers and workflows
• Create and maintain documentation for Zendesk and other core Support tools, including playbooks, operating procedures, change logs, architecture diagrams and other technical documentation
• Manage and prioritize multiple different tasks for Zendesk backlog requests, and work with internal stakeholders to ensure prioritization and alignment
• Lead initiatives involving integrations with other applications and systems, owned by cross-functional teams like IT, Engineering, Sales systems, etc
• Explore, evaluate, recommend, and design new features and functionalities with Zendesk, AI chatbot and other Support tools to improve our workflows and ensure our systems are working effectively
• 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, security assessments)
• Monitors performance reporting and analyzes data (tickets, reports, etc.) to identify trends and opportunities to improve customer support

Preferred Qualifications

• A Zendesk Administrator or Zendesk App Developer 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

Benefits

• 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
• Cell phone reimbursement
• Sales incentive pay for most sales roles