Business Systems Analyst, Customer Operations

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Where we Work

Udemy is a global company headquartered in San Francisco with additional U.S. offices in Denver and Austin and international hubs in Australia India Ireland Mexico and Trkiye.This is an in-office position requiring three days a week in the Mexico City office (Tuesday Wednesday Thursday) and flexibility on Mondays and Fridays.

About Your Skills

• Business Requirements Gathering: Able to take vague or reactive stakeholder requests and turn them into clear actionable documentation.
• Technical Troubleshooting & Deployment Support: Comfortable navigating Salesforce Service Cloud (or broader Salesforce platform) to investigate issues and test small configuration changes in a sandbox environment documenting them for deployment by platform owners.
• Process Documentation: Skilled at mapping workflows capturing system behaviors and documenting operational processes clearly.
• Cross-Functional Communication: Able to bridge teamstranslating between frontline operations and technical partners to ensure alignment.

About This Role

As a Business Systems Analyst Customer Operations within the Global Customer Operations (GCO) department you will play a critical role in ensuring the smooth operation of our customer support systemsanchored in Salesforce Service Cloud as our future-state platform with some processes still running in Zendesk. This role is embedded in GCO and reports to the Senior Manager of Strategic Programs.

Youll serve as the day-to-day point of contact for CX systems issuesworking directly with internal users to triage defects surface root causes and translate vague asks into clear actionable requirements. This role isnt just about intakeits about enabling smarter decisions by challenging assumptions identifying better paths forward and turning chaos into strategy. While you wont own platforms you should be comfortable tracing issues drafting change requests and staging approved configuration updates in a sandbox or development environment for deployment by technical teams.

This role is hands-on and highly autonomous. It sits at the intersection of operations and systemspartnering closely with Business Systems (BSys) who own platform development and governance. Youll focus on the front end of the process: identifying issues gathering context and translating real-world pain points into clear documented requests. Youll help close the loop from intake through resolution ensuring operational needs are met without overstepping technical ownership.

What Youll Be Doing

• Act as the primary point of contact for operational troubleshooting and change requests in Salesforce Service Cloud and / or Zendesk escalating or routing as needed.
• Investigate and document issues raised by support teamspropose tactical fixes when possible or translate needs into structured business requirements for Business Systems (BSys).
• Stage and test minor configuration changes in Salesforce or Zendesk sandbox/development environments coordinating deployment with platform owners and governance teams.
• Maintain clear accessible documentation of workflows known issues and request histories to ensure continuity and reduce ambiguity.
• Partner with an embedded Project Manager to support rollout planning training and internal communications around tool or workflow changes.
• Identify recurring issues process inefficiencies or system gapsproactively suggesting or scoping improvements often through direct stakeholder conversations.
• Educate requesters on system design best practicespushing back on ineffective solutions and guiding teams toward scalable tool-aligned approaches.

Nice to Have

• Experience preparing and testing configuration changes in a sandbox or development environment and coordinating deployment with platform owners.
• Familiarity with broader Salesforce platform capabilities beyond Service Cloud (e.g. Sales Cloud Experience Cloud) and other support tooling like Zendesk Slack workflows or Ultimate AI.
• Experience translating business problems into scalable tooling or process design.

Example Requests Youll Handle

• Interview stakeholders to clarify support team needs and translate them into clear business requirements.
• Investigate recurring issues with case routing or SLA performance and coordinate solutions with Business Systems.
• Document new or updated agent workflows to ensure smooth adoption and consistent execution.
• Triage day-to-day Salesforce Service Cloud or Zendesk issues reported by support teams and propose practical fixes or escalation paths.
• Collaborate with technical teams on minor configuration changes helping test and verify solutions.

Qualifications

• 4 years in operations systems analysis technical support or a business-facing systems role.
  
  
• Proven ability to communicate complex technical information clearly and effectively to both business and technical audiences.
  
  
• Experience writing precise technical requirements or user stories to guide system improvements.
  
  
• Skilled at investigating system issues analyzing behavior and facilitating collaboration between stakeholders.
  
  
• Hands-on experience configuring and troubleshooting within Salesforce Service Cloud (or broader Salesforce platform).
  
  
• Experience with customer support platforms such as Zendesk is a plus.
  
  
• Experience working in a sandbox or development environment; familiarity with deployment workflows or collaboration tools (e.g. GitHub Salto) is a plus.
  
  
• SaaS or support team experience preferred.
  
  
• Fluent in English.

Why work here

Youll grow here.
Learning is part of the job. Youll get full access to Udemy courses a monthly UDay to invest in yourself and a budget to spend on whatever helps you improve. Many people are diving into AI lately but what you focus on is up to you.

AI is real here.
We use it in the way we learn and the way we work. Youll have the space and tools to experiment apply and get better at using AI in practical ways.

Youll own your work.
We trust people to lead make decisions and follow through. You dont need to wait for permission or layers of approval to have an impact.

Youll build with others.
We collaborate openly and shape ideas together. Everyone has a voice and good thinking is welcomed from any direction.

Youll see your impact.
What you build helps people grow their skills change their careers or find a path forward. Youve got the experience why not use it to help others gain theirs

Bring your curiosity. Well bring the platform and the support. Lets LEARNtogether.

Our Benefits Start with U

Our benefits start with you and were built to provide you and your family with the protection and care you need making it easy to access the right coverage when you need it most. Benefits vary by region and we encourage applicants to review our Australia Benefits India Benefits Ireland Benefits Mexico BenefitsTurkiye Benefits & US Benefitspages to get an understanding of some of the benefits we offer. For details on region-specific benefits please refer to the information provided during the hiring process.

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