Business Systems Analyst

Figma is a company dedicated to making design accessible to all, and they are seeking a Business Systems Analyst to enhance their support organization. The role involves optimizing the Product Support Zendesk environment and collaborating with multiple teams to implement system changes that improve customer and specialist experiences.

Responsibilities:

• Own and optimize the Product Support Zendesk environment, including workflows, business rules, automations, routing, permissions, and overall system health
• Lead improvements to ticket classification and categorization, queue design, backlog management, and skills-based routing to help Support scale more effectively
• Evaluate and expand the use of agent-facing tooling and AI capabilities, including Zendesk Copilot and other agent assist opportunities that improve specialist efficiency and customer experience
• Partner closely with Support, Engineering, IT, Security, Analytics, and other multi-functional teams to design and implement systems changes, integrations, and tooling improvements
• Create and maintain documentation for Zendesk and adjacent support systems, including playbooks, operating procedures, change logs, architecture diagrams, and other technical documentation
• Own the lifecycle of systems changes in scope, including requirements gathering, solution design, testing, rollout, stakeholder communication, and post-launch monitoring
• Use data, operational context, and collaborator input to identify opportunities to reduce manual work, improve scalability, and strengthen support workflows over time

Requirements:

• 3+ years as a Zendesk Administrator or Business Systems Analyst supporting customer/product support teams
• Deep hands-on expertise with Zendesk workflows, routing, automations, business rules, queue architecture, and channel configuration
• Experience operating in scaled support environments, including backlog management, ticket routing, and evolving support needs
• Strong systems thinking with experience across interconnected tools, workflows, and integrations
• Proven ability to lead technical/system changes and collaborate with cross-functional stakeholders (Engineering, IT, Security, Analytics)
• Zendesk Administrator or App Developer certification
• Experience with AI-powered support tools (e.g., Zendesk Copilot, agent assist, chatbots, intent/classification systems)
• Expertise in scalable routing solutions (skills-based routing, intelligent routing, automated classification)
• Strong technical experience with APIs, webhooks, integrations, and advanced Zendesk implementations
• Experience using analytics tools or SQL to evaluate and optimize support workflows and tooling