Figma · 1 month ago
Business Systems Analyst
United States
Full-time
Remote
Mid Level
$105K/yr - $245K/yr
3+ years expFigma is a company dedicated to making design accessible to all, and they are seeking a Business Systems Analyst to enhance their support organization. The role involves optimizing the Product Support Zendesk environment and collaborating with various teams to implement system changes that improve customer and specialist experiences.
Enterprise SoftwareSoftwareCyber SecurityAppsCollaborationDeveloper ToolsIdentity ManagementProduct DesignProductivity ToolsUX DesignWeb AppsWeb DesignWeb Development
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
Qualification
Required
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)
Preferred
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
Benefits
Equity to employees
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
Cell phone reimbursement
Sales incentive pay for most sales roles
An annual bonus plan for eligible non-sales roles
Company
Figma
Figma is a collaborative design tool that enables teams to create, prototype, and test digital products on one platform.
1001-5000 employees
H1B Sponsorship
Figma has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
69%
Represents job field similar to this job
Engineering and Development
Product Management
Accounting and Finance
Management and Executive
Sales
Legal and Compliance
Creatives and Design
Marketing
Trends of Total Sponsorships
*2026 (25)
2025 (47)
2024 (27)
2023 (32)
2022 (35)
2021 (16)
2020 (6)
Funding
Current Stage
Public CompanyTotal Funding
$1.45BKey Investors
Alkeon Capital,Coatue,General CatalystDurable Capital PartnersAndreessen Horowitz
2025-12-08Post Ipo Equity
2025-07-31IPO
2024-07-17Secondary Market· $700M
Leadership Team
Dylan Field
CEO & Co-founder
Evan Wallace
Co-Founder
Recent News
2026-07-12
The Motley Fool
2026-07-11
2026-07-10
Company data provided by crunchbase