Business Systems Analyst

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