Business Systems Analyst

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

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

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.

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

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status , or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to [email protected] . These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

Holding interviews in an accessible location

Enabling closed captioning on video conferencing

Ensuring all written communication be compatible with screen readers

Changing the mode or format of interviews

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice .