Business Systems Analyst

Figma
parental leave, remote work
United States, New York, New York
33 West 23rd Street (Show on map)
Dec 20, 2024
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 managing, maintaining, and optimizing our Zendesk instance and other applications that help power our Product Support organization. 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, and 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. What you'll do at Figma: Manage the Product Support Zendesk instance, standardizing and optimizing our configuration, and monitoring performance of automation, triggers and workflows. Create and maintain documentation for Zendesk and other core Support tools, including playbooks, operating procedures, change logs, architecture diagrams and other technical documentation. Manage and prioritize multiple different tasks for Zendesk backlog requests, and work with internal stakeholders to ensure prioritization and alignment. Lead initiatives involving integrations with other applications and systems, owned by cross-functional teams like IT, Engineering, Sales systems, etc. Explore, evaluate, recommend, and design new features and functionalities with Zendesk, AI chatbot and other Support tools to improve our workflows and ensure our systems are working effectively. 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, security assessments) 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, with in-depth knowledge of ticketing, support systems and API integrations. 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 or Zendesk App Developer certification. Knowledge of programming languages, databases, and business intelligence tools. Experience with data analytics languages, tools and techniques to extract and analyze data (SQL, R). 1+ year working in or with AI technology including AI chatbots, AI copilots, large language models, generative responses, or other. Agile or Scrum certification. At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you're excited about this role but your past experience doesn't align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Pay Transparency Disclosure If based in Figma's San Francisco or New York hub offices, this role has the annual base salary range stated below. Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information. Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles. Figma's compensation and benefits are subject to change and may be modified in the future. You may view our Pay Transparency Policy by clicking on the corresponding link. Annual Base Salary Range (SF/NY Hub): $102,000 — $215,000 USD At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. Examples of accommodations include but are not limited to: Holding interviews in an accessible location Enabling closed captioning on video conferencing Ensuring all written communication be compatible with screen readers Changing the mode or format of interviews By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy.