Business Systems Analyst

As a member of the Operations & Strategy team within Customer Operations & Support (COS), you'll own and evolve the systems that power our support organization. This role is ideal for a well-rounded systems admin with deep Zendesk expertise and experience with Decagon, who enjoys working across many tools and can jump in wherever the team needs support. You'll help keep our support systems 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 COS Zendesk environment, including workflows, business rules, automations, routing, permissions, and overall system health
• Lead improvements to ticket classification, queue design, backlog management, and skills-based routing to help Support scale
• Administer Decagon and its integration with Zendesk, including handoffs, escalations, and routing of AI-escalated tickets
• Serve as a hands-on admin across our broader support tooling, including Sprinklr, Gainsight, MaestroQA, Assembled, among others
• Evaluate and expand agent-facing AI capabilities, including Zendesk Copilot and other agent assist opportunities
• Own the lifecycle of systems changes, including requirements, design, testing, rollout, communication, and post-launch monitoring
• Create and maintain documentation across systems, including playbooks, operating procedures, change logs, and architecture diagrams

We'd love to hear from you if you have:

• 3+ years of experience as a Zendesk administrator or Business Systems Analyst supporting a customer or product support organization
• Deep hands-on experience with Zendesk workflows, routing, automations, business rules, queue architecture, and channel configuration, plus hands-on experience configuring Decagon and integrating it with Zendesk
• Experience administering or supporting multiple tools across a support ecosystem, and the ability to learn new systems quickly
• Experience leading systems changes independently or in partnership with Engineering, IT, Security, or Analytics
• Strong communication skills, ownership, and sound judgment, with the ability to work effectively with technical and non-technical stakeholders while maintaining a high bar for quality, documentation, and execution

While it’s not required, it’s an added plus if you also have:

• Zendesk Administrator certification
• Experience configuring skills-based routing, intelligent routing, or classification
• Experience with Zendesk Copilot, agent assist, or other AI-powered support tooling
• Admin experience with Sprinklr, Gainsight, MaestroQA, Assembled, or Salesforce
• Experience with APIs, webhooks, custom Zendesk apps, or scripting, plus SQL or analytics tools to evaluate workflow and tooling performance