Business Systems Analyst

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! As a member of our Product Support Operations & Strategy team, the Business Systems Analyst will be responsible for owning and evolving the systems that power our support organization. This role is ideal for someone with deep Zendesk administration expertise who also brings strong systems thinking across workflows, routing, integrations, governance, and operational scale. You will help ensure our support systems are 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 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 We'd love to hear from you if you have: 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) While not required, it’s an added plus if you also have: 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 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 If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below. 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. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information. Figma offers equity to employees, as well a competitive package of additional benefits, including 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, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future. 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 .