Is the Business Systems Analyst role remote?

It's hybrid — Figma expects some on-site time in San Francisco, CA, United States.

What's the salary range?

Figma lists $105,000–$245,000 for this role.

How much experience is required?

At least 3 years of relevant experience for this Business Systems Analyst role.

Where is the role based?

Figma is hiring for this position in San Francisco, CA, United States.

What's the tech stack?

Joblaze extracted these technologies from the posting: Assembled, Decagon, Gainsight, MaestroQA, Sprinklr, Zendesk.

What seniority level is this role?

Figma targets mid-level candidates for this position.

Is this full-time or contract?

Full-time for this Business Systems Analyst role at Figma.

Business Systems Analyst at Figma

Joblaze summary

In this role, the Business Systems Analyst at Figma is responsible for managing and enhancing the Zendesk environment that supports the customer operations team. Key skills include deep expertise in Zendesk workflows and experience with Decagon, along with the ability to navigate various support tools. This position is well-suited for someone with at least three years of relevant experience, particularly in a customer support context, who can effectively collaborate with both technical and non-technical stakeholders. Figma emphasizes a culture of growth, encouraging candidates who may not meet every requirement to apply.

Joblaze insights

Listed today — first seen on Joblaze October 8, 2026. Last confirmed on Figma's careers page October 8, 2026.
Salary band is below the typical range for comparable tech roles (median ~$127,000).
Starts above 45% of 1306 comparable mid other roles in United States we track (median $105,000 across 178 companies).
Zendesk appears in 0.4% of 3060 comparable mid other roles in United States.

Quick facts

Is the Business Systems Analyst role remote?: It's hybrid — Figma expects some on-site time in San Francisco, CA, United States.
What's the salary range?: Figma lists $105,000–$245,000 for this role.
How much experience is required?: At least 3 years of relevant experience for this Business Systems Analyst role.
Where is the role based?: Figma is hiring for this position in San Francisco, CA, United States.
What's the tech stack?: Joblaze extracted these technologies from the posting: Assembled, Decagon, Gainsight, MaestroQA, Sprinklr, Zendesk.
What seniority level is this role?: Figma targets mid-level candidates for this position.
Is this full-time or contract?: Full-time for this Business Systems Analyst role at Figma.

From the original posting

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 the Operations & Strategy team within Customer Operations & Support (COS), you'll own and evolve the systems that power our support organization. This role is ideal for a well-rounded systems admin with deep Zendesk expertise and experience with Decagon, who enjoys working across many tools and can jump in wherever the team needs support. You'll help keep our support systems 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 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

Pay Transparency Disclosure

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.

Standard company text repeated across Figma's postings is omitted here.

Business Systems Analyst

What you’ll do at Figma:

We'd love to hear from you if you have:

While it’s not required, it’s an added plus if you also have:

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