Business Systems Analyst

Figma•San Francisco, CA

11h•Remote

About The Position

Figma is growing its Product Support Operations & Strategy team with a Business Systems Analyst responsible for owning and evolving the systems that power their support organization. This role requires deep Zendesk administration expertise combined with strong systems thinking across workflows, routing, integrations, governance, and operational scale. The analyst will ensure support systems are stable, well-designed, and adaptable, while partnering across teams to implement changes that improve both customer and specialist experience. This is a full-time role that can be based in one of Figma's US hubs or remotely in the United States.

Requirements

3+ years as a Zendesk Administrator or Business Systems Analyst supporting customer/product support teams
Deep hands-on expertise with Zendesk workflows, routing, automations, business rules, queue architecture, and channel configuration
Experience operating in scaled support environments, including backlog management, ticket routing, and evolving support needs
Strong systems thinking with experience across interconnected tools, workflows, and integrations
Proven ability to lead technical/system changes and collaborate with cross-functional stakeholders (Engineering, IT, Security, Analytics)

Nice To Haves

Zendesk Administrator or App Developer certification
Experience with AI-powered support tools (e.g., Zendesk Copilot, agent assist, chatbots, intent/classification systems)
Expertise in scalable routing solutions (skills-based routing, intelligent routing, automated classification)
Strong technical experience with APIs, webhooks, integrations, and advanced Zendesk implementations
Experience using analytics tools or SQL to evaluate and optimize support workflows and tooling

Responsibilities

Own and optimize the Product Support Zendesk environment, including workflows, business rules, automations, routing, permissions, and overall system health
Lead improvements to ticket classification and categorization, queue design, backlog management, and skills-based routing to help Support scale more effectively
Evaluate and expand the use of agent-facing tooling and AI capabilities, including Zendesk Copilot and other agent assist opportunities that improve specialist efficiency and customer experience
Partner closely with Support, Engineering, IT, Security, Analytics, and other multi-functional teams to design and implement systems changes, integrations, and tooling improvements
Create and maintain documentation for Zendesk and adjacent support systems, including playbooks, operating procedures, change logs, architecture diagrams, and other technical documentation
Own the lifecycle of systems changes in scope, including requirements gathering, solution design, testing, rollout, stakeholder communication, and post-launch monitoring
Use data, operational context, and collaborator input to identify opportunities to reduce manual work, improve scalability, and strengthen support workflows over time