Business Systems Analyst

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Описание

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! As a member of our Product Support Operations & Strategy team, the Business Systems Analyst will be responsible for owning and evolving the systems that power our support organization. This role is ideal for someone with deep Zendesk administration expertise who also brings strong systems thinking across workflows, routing, integrations, governance, and operational scale. You will help ensure our 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 held from one of our US hubs or remotely in the United States. What you’ll do at Figma: 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-func

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