105K–245K USD / year
Business Systems Analyst
OperationsRemote — United States
Published on 2026-10-07
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
As a Business Systems Analyst at Figma, you'll manage and improve the support systems for the Customer Operations & Support team. The role focuses on optimizing Zendesk and Decagon environments, enhancing ticket management, and implementing AI capabilities.
About the company
Figma is a collaborative design platform for product teams to create interfaces, prototypes, and design systems in the browser. It helps designers and developers work together on digital products from ideation through handoff.
What you'll do
- Own and optimize Zendesk environment
- Lead improvements to ticket classification and backlog management
- Administer Decagon and its integration with Zendesk
- Evaluate and expand agent-facing AI capabilities
- Create and maintain documentation across systems
What we're looking for
- 3+ years as a Zendesk administrator or Business Systems Analyst
- Deep hands-on experience with Zendesk workflows and automations
- Experience supporting multiple tools across a support ecosystem
- Strong communication skills and sound judgment
Nice to have
- Zendesk Administrator certification
- Experience with AI-powered support tooling
- Admin experience with Sprinklr, Gainsight, or Salesforce
- Experience with APIs and scripting
Benefits
- Equity for employees
- Health, dental, and vision coverage
- Retirement benefits with company contributions
- Paid time off and flexible PTO