Figma · 6 hours ago
Business Systems Analyst
New York, NY
Full-time
Remote
Mid Level
$102K/yr - $215K/yr
3+ years exp
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Responsibilities
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.
Qualification
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Required
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.
Preferred
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.
Benefits
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
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
Represents job field similar to this job
Trends of Total Sponsorships
2023 (25)
2022 (33)
2021 (22)
2020 (8)
Funding
Current Stage
Late StageTotal Funding
$748.62MKey Investors
Durable Capital PartnersAndreessen HorowitzSequoia Capital
2024-07-17Secondary Market
2024-05-29Series F· $415.75M
2021-06-24Series E· $200M
Leadership Team
Dylan Field
CEO & Co-Founder
Evan Wallace
Co-Founder
Recent News
Crunchbase News
2024-12-17
2024-12-05
2024-12-04
Company data provided by crunchbase
