Business Systems Analyst
Core
Own and evolve the systems powering Figma's Customer Operations & Support organization, optimizing Zendesk environments and AI integrations to improve support scale and agent experience.
Role type
Senior Business Systems Analyst (Support Operations)
Builds
Support ticketing workflows, AI-escalation routing, and agent assist tooling for Figma's global support team
Domain
SaaS / Customer Support Operations
Required skills
Zendesk administration, Decagon integration, workflow automation, skills-based routing, system lifecycle management, documentation, cross-functional partnership
Preferred skills
Zendesk Copilot configuration, API/webhook scripting, SQL, Salesforce admin, Gainsight/MaestroQA experience
Technologies
Zendesk, Decagon, Sprinklr, Gainsight, MaestroQA, Assembled, Zendesk Copilot, SQL
Responsibilities
Optimize Zendesk workflows, automations, and routing; Administer Decagon and AI-escalation integrations; Lead systems changes from requirements to post-launch monitoring; Maintain system documentation and playbooks
Seniority
Senior, hands-on IC