Remote Business Systems Analyst Job in United States Figma

Who you are

• 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

What the job involves

• 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