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

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

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.

Figma offers equity to employees, as well as a competitive package of additional benefits, including health, dental, and vision coverage; retirement benefits with company contributions; parental leave and reproductive or family planning support; mental health and wellness benefits; and paid time off. Figma provides paid sick leave, holidays, and other leave benefits in compliance with applicable federal, state, and local laws, including the requirements of the Washington Minimum Wage Act and related regulations. Exempt employees are eligible for employer‑provided paid flexible PTO in addition to flexible paid sick leave. PTO is subject to manager approval. Additional benefits may include company recharge days, cell phone and home internet reimbursements, and a number of lifestyle spending accounts. Figma also offers sales incentive compensation for most sales roles and an annual bonus plan for eligible non-sales roles. All compensation and benefits are subject to applicable plan terms and may be modified by Figma at any time, consistent with applicable law.

Annual Base Salary Range:

$105,000—$245,000 USD