Business Systems Analyst

The role

This role sits within Product Support Operations & Strategy, responsible for administering and evolving the Zendesk platform that powers Figma's support organization. The Business Systems Analyst will blend deep technical Zendesk expertise with cross-functional collaboration to design scalable support workflows, integrations, and tooling improvements.

What you'd do

• Manage Zendesk environment including workflows, automations, routing rules, permissions, and system health
• Lead enhancements to ticket classification, queue design, backlog management, and skills-based routing
• Evaluate and expand AI capabilities like Zendesk Copilot to boost specialist efficiency
• Partner with Support, Engineering, IT, Security, and Analytics teams on systems changes and integrations
• Create and maintain technical documentation including playbooks, procedures, and architecture diagrams
• Own full lifecycle of systems changes from requirements through post-launch monitoring
• Use data and operational insights to identify opportunities reducing manual work and improving scalability

What they're looking for

• Minimum three years as Zendesk Administrator or Business Systems Analyst in support environments
• Deep hands-on expertise with Zendesk workflows, routing, automations, and business rules
• Experience operating scaled support environments with backlog and ticket routing management
• Strong systems thinking across interconnected tools, workflows, and integrations
• Proven ability leading technical changes and collaborating with cross-functional stakeholders

Nice to have

• Zendesk Administrator or App Developer certification
• Experience with AI-powered support tools and agent assist platforms
• Expertise in scalable routing solutions and intelligent classification systems
• Technical experience with APIs, webhooks, and advanced Zendesk implementations
• Proficiency with analytics tools or SQL for workflow optimization