Business Systems Analyst

Figma

San Francisco, California, United States
Base: $105,000 - $245,000 usd (localized by locati...
On-site
3+ years as a zendesk administrator
Deep hands-on expertise with zendesk workflows
Experience operating in scaled support environments
The Business Systems Analyst will own and evolve the systems that power Figma's support organization, ensuring stability and adaptability

Job Summary

  • The Business Systems Analyst will own and evolve the systems that power Figma's support organization, ensuring stability and adaptability.
  • This role involves leading improvements to ticket classification, queue design, and skills-based routing to help the Support team scale effectively.
  • Figma offers equity, competitive benefits including health and retirement contributions, and a learning & development stipend for eligible employees.

Matching Summary

The Business Systems Analyst will own and evolve the systems that power Figma's support organization, ensuring stability and adaptability.

Salary

Base: $105,000 - $245,000 USD (localized by location); Bonus/Equity: Equity offered; Annual bonus plan for eligible non-sales roles; Benefits: Health, dental, vision, retirement, PTO, and stipends included.

Skills & Requirements

Must-have

  • 3+ years as a Zendesk Administrator
  • Deep hands-on expertise with Zendesk workflows
  • Experience operating in scaled support environments
  • Strong systems thinking across interconnected tools
  • Proven ability to lead technical system changes

Nice-to-have

  • Zendesk Administrator or App Developer certification
  • Experience with AI-powered support tools
  • Expertise in scalable routing solutions
  • Strong technical experience with APIs and webhooks
  • Experience using analytics tools or SQL

Key Requirements

  • 3+ years of Zendesk Administration or Business Systems Analyst experience
  • Deep expertise in Zendesk workflows, routing, and automations
  • Experience with scaled support environments and backlog management

Work Rights

Not specified

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