Business System Analyst - Customer Support/CX platform
Core
Design and build technical SaaS solutions for customer support and CX platforms, configuring third-party tools and automating workflows to improve support team efficiency.
Role type
Business System Analyst (Customer Support/CX platform)
Builds
Customized SaaS solutions, automated workflows, and integrated CX platform configurations for Canva's global support teams.
Domain
SaaS / Customer Experience (CX) / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
SaaS tool administration and integration, translating business needs into technical solutions, vendor relationship management, system lifecycle management, automation solution design, technical documentation
Preferred skills
Zendesk experience, stakeholder communication, problem-solving, curiosity for continuous learning
Technologies
Zendesk, third-party CX platforms
Responsibilities
Configure and customize third-party customer support tools, partner with support teams to define requirements, lead projects driving new features and system improvements, manage relationships with CX platform vendors, identify and build automation solutions to reduce repetitive tasks, create clear documentation for system operations
Seniority
Mid-level, hands-on IC
