Job Information
Figma, Inc. Business Systems Analyst, Product Support in New York, New York
Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products - from start to finish. Whether it's consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone-comemake with us!
As a member of our Product Support Operations and Strategy team, the Business Systems Analyst will be responsible for supporting, maintaining, and innovating the primary systems that help power our Product Support organization, including Zendesk and AI tools. You will monitor our systems performance and ensure Support systems architecture are of high quality, stable, scalable and reliable. You'll have the opportunity to lead exciting initiatives and help us outline our technology strategy, recommend and implement changes that improve our teams and customers experience. As our Business Systems Analyst, you will operate with a high level of excellence, influence senior and cross-functional stakeholders, and facilitate decision making through effective communication and documentation best practices.
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 the day-to-day administration, maintenance, improvements and governance of our Zendesk platform, including configuration changes, incident management, escalations, and SDLC processes.
- Own and maintain documentation for Zendesk and other core Support tools, including playbooks, change logs, architecture diagram and business continuity plans.
- Explore, evaluate, recommend, and design new features and functionalities with Zendesk, AI chatbot and other Support tools to improve our workflows and facilitate integration of internal tools and 3rd party applications using API and webhooks.
- Manage and prioritize multiple different tasks for projects and Zendesk backlog requests.
- Work with internal and external partners to ensure our systems are effectively running
- 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)
- Monitors performance reporting and analyzes data (tickets, reports, etc.) to identify trends and opportunities to improve customer support
- 3+ years experience as a Business Systems Analyst and Zendesk administrator for a Support team
- 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.
- A Zendesk Administrator 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.
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. Figma's compensation and benefits are subject to change and may be modified in the future. You may view our Pay Transparency Policy by clicking on the corresponding link.
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 accommodations-ext@figma.com. 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
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 the applicable candidate section of Figma's Privacy Policy.
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.
Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly