Business Systems Analyst, Product Support

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products - from start to finish. Whether it's consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone-comemake with us As a member of our Product Support Operations and Strategy team, the Business Systems Analyst will be responsible for supporting, maintaining, and innovating the primary systems that help power our Product Support organization, including Zendesk and AI tools. You will monitor our systems performance and ensure Support systems architecture are of high quality, stable, scalable and reliable. You'll have the opportunity to lead exciting initiatives and help us outline our technology strategy, recommend and implement changes that improve our teams and customers experience. As our Business Systems Analyst, you will operate with a high level of excellence, influence senior and cross-functional stakeholders, and facilitate decision making through effective communication and documentation best practices. 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 the day-to-day administration, maintenance, improvements and governance of our Zendesk platform, including configuration changes, incident management, escalations, and SDLC processes. Own and maintain documentation for Zendesk and other core Support tools, including playbooks, change logs, architecture diagram and business continuity plans. Explore, evaluate, recommend, and design new features and functionalities with Zendesk, AI chatbot and other Support tools to improve our workflows and facilitate integration of internal tools and 3rd party applications using API and webhooks. Manage and prioritize multiple different tasks for projects and Zendesk backlog requests. Work with internal and external partners to ensure our systems are effectively running Directly contribute to the overall Product Support AI and technology strategy, advocating for prioritization of critical initiatives, managing risk and ensuring high quality outcomes. Influence partners and leaders delivering effective communication and presenting a clear picture of the opportunities and objectives. Leverage project management tools and business systems best practices (i.e. project plans, DACI, documentation, frameworks, wireframes) Monitors performance reporting and analyzes data (tickets, reports, etc.) to identify trends and opportunities to improve customer support We'd love to hear from you if you have: 3 years experience as a Business Systems Analyst and Zendesk administrator for a Support team Experience procuring, implementing and managing Support systems and tools, including AI solutions (i.e. AI chatbots, AI copilots, customer insights tools and other self-service capabilities) Proficiency in communicating effectively across different audiences, technical and non-technical, and building strong relationships with cross-functional teams, including Support agents, Engineering, IT, Security, Analytics, Sales. Experience managing projects, technical requirements' analysis, business process modeling/mapping, and SDLC methodologies (systems development lifecycle) Demonstrated ability to put pieces together at a detailed level, understand how systems connect, and proven ability to use data to identify key decisions and the long and short term impact of those decisions. While not required, it's an added plus if you also have: A Zendesk Administrator certification Knowledge of programming languages, databases, and business intel

Created: 2024-11-04