Business Systems Analyst

Skills this job asks for

About the role

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! 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. This role is ideal for a well-rounded systems admin with deep Zendesk expertise and experience with Decagon, who enjoys working across many tools and can jump in wherever the team needs support. You'll help keep our support systems stable, well-designed, and adaptable, while partnering across teams to implement changes that improve both customer and Specialist experience. This is a full time role that can be held from one of our US hubs or remotely in the United States. What you’ll do at Figma: 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 We'd love to hear from you if you have: 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 While it’s not required, it’s an added plus if you also have: Zendesk Administrator certification Experience configuring skills-b...

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