Business System Analyst - Customer Support/CX platform
Canva is seeking a Business System Analyst to join their User Voice Systems team in Sydney, Australia. This role focuses on designing and implementing solutions for Canva's customer support and customer experience (CX) platforms, aiming to enhance the efficiency and effectiveness of the company's support operations. As part of a dynamic and innovative team, the analyst will play a pivotal role in bridging the gap between technical teams and support staff, ensuring seamless integration and optimal performance of support systems.
In this position, the Business System Analyst will be responsible for translating business requirements into technical solutions, configuring and customizing third-party customer support tools to align with Canva's specific needs, and creating comprehensive documentation to facilitate understanding and usage of these systems. Collaboration with support teams is essential to comprehend their requirements and challenges, enabling the development of tailored solutions that drive improvements in customer support processes. The role also involves managing relationships with CX platform vendors, participating in business reviews, and evaluating new tools and technologies to continuously enhance the support infrastructure.
Candidates should have 3-5 years of experience working with customer support or CX platforms, with hands-on experience in administering and integrating SaaS tools. A proven track record of converting business needs into technical solutions is essential. Strong communication skills are required to convey technical concepts in an accessible manner, and experience in managing vendor relationships is advantageous. A problem-solving mindset with attention to detail is crucial, and familiarity with Zendesk is beneficial, though not mandatory.
While specific compensation details are not provided, Canva offers a comprehensive benefits package that includes equity options, an inclusive parental leave policy, an annual Vibe & Thrive allowance to support personal well-being and social connections, and flexible leave options to promote work-life balance.
Canva fosters a collaborative and innovative work environment, encouraging employees to contribute to the company's mission of empowering individuals to communicate visually. The company offers opportunities for professional growth and development, making it an attractive workplace for those passionate about design and technology.