Business Systems Analyst, IT Vendor Operations

This is a Fully Remote Job About Our Client:The organization operates in the design software industry, addressing challenges related to accessibility and collaboration in design processes. Their platform enables teams to efficiently transform ideas into products through real-time collaboration, prototyping, and AI-assisted iteration, supporting remote and diverse teams globally. About the Opportunity:The BUSINESS SYSTEMS ANALYST role is focused on managing and enhancing the systems that support the customer operations and support teams. This position is critical for maintaining system stability and efficiency, improving workflows, and ensuring the support infrastructure adapts to evolving organizational needs, thus enhancing both customer and support specialist experiences. Responsibilities:Manage and optimize the customer operations support system environment, including workflows and system health.Improve ticket workflows, classification, routing, and backlog handling to support scalability.Administer integrated support tools and systems, focusing on efficient handling of escalations and AI-involved tickets.Expand and evaluate AI capabilities assisting support agents.Oversee the full lifecycle of system changes from design to implementation and monitoring.Create and update documentation related to systems and procedures. Requirements:Minimum 3 years of experience as a Zendesk administrator or Business Systems Analyst in support organizations.Proficient with Zendesk and Decagon administration and integration.Experienced in managing multiple support tools and quick to learn new systems.Skilled in leading system changes in collaboration with various departments.Strong communication, ownership, and judgment skills suitable for diverse stakeholders. Pay Range and Compensation Package:Annual base salary range from $105,000 to $245,000 USD.Equity offerings and competitive benefits package including health, dental, vision, retirement with company contributions, parental leave, mental health support, and paid time off. Benefits & Perks:Health, dental, and vision coverage.Retirement benefits with company contributions.Parental leave and family planning support.Paid time off and paid sick leave. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.