Business Systems Analyst

As a Business Systems Analyst at Figma, your responsibilities primarily include managing and optimizing the Zendesk instance, creating documentation for support tools, leading integration initiatives across different applications, and analyzing performance data to find opportunities for improvement. You'll be pivotal in facilitating effective communication among various stakeholders while advocating for technology strategies within the Product Support organization.

To become a Business Systems Analyst at Figma, you should have at least 3 years of experience in a similar role, with in-depth knowledge of Zendesk and support systems. Moreover, strong skills in communication, project management, and technical requirements analysis are essential. Familiarity with AI solutions and experience in data analytics can give you a significant edge.

Figma prides itself on cultivating a learning culture, encouraging employees to grow as they go. As a Business Systems Analyst, you will have access to professional development opportunities, including stipends for learning and development, mentorship programs, and the chance to work on impactful projects that enhance your skills and expand your professional network.

In your role as a Business Systems Analyst at Figma, you will leverage various project management tools and best practices such as DACI, documentation frameworks, and wireframes. You’ll work with systems development lifecycle methodologies and data analytics tools to guide decision-making and streamline support operations.

Figma offers a vibrant, inclusive workplace where collaboration thrives. As a Business Systems Analyst, you'll be part of a fun, energetic team passionate about making a difference in design accessibility. Additionally, Figma offers competitive compensation, substantial benefits, and a commitment to professional development, ensuring a rewarding experience both personally and professionally.

In your response, detail specific projects or tasks you've handled, such as optimizing ticket workflows or implementing new features. Highlight how your strategic choices improved the support experience while mentioning any metrics that demonstrate success.

Explain your method for task prioritization, such as leveraging a matrix or assessing impact vs. effort. Discuss how you coordinate with stakeholders to align on priorities and ensure that urgent needs are addressed promptly while maintaining team objectives.

Use the STAR method (Situation, Task, Action, Result) to outline a particular project where you led a team across different departments. Focus on your approach to communication, how you managed conflicts, and the positive outcome that resulted from collaborative efforts.

Discuss any data analytic tools you've utilized, like SQL or R, emphasizing the types of data analysis you completed and how those analyses contributed to informed decision-making within your previous roles.

Discuss your documentation style, focusing on clarity and accessibility. Mention tools you use for documentation and provide an example of how structured documentation played a key role in your team’s understanding and success.

Choose an instance where your insights were crucial for a project's direction. Describe how you presented your findings, the strategies you employed to persuade others, and the outcome of that decision.

Discuss your familiarity with AI tools and solutions, explaining their integration into business processes. Share examples of AI chatbots or analytics you’ve implemented and discuss their impact on efficiency and customer interactions.

Identify the project management methodologies you've worked with, such as Agile or Scrum. Provide an example of how you applied these methodologies to successfully guide a project from initiation to completion.

Discuss key performance indicators like ticket resolution time, customer satisfaction scores, and first response time. Explain how tracking these metrics can inform process improvements and lead to enhanced customer experiences.

Convey your dedication to continuous learning through attending workshops, webinars, and relevant tech conferences. You may also mention online courses, industry publications, or peer networks that help you keep abreast of current trends and technologies.