Business Systems Analyst, Customer Operations

Business Systems Analyst, Customer Operations

Join Udemy. Help define the future of learning.

Udemy is an AI-powered reskilling platform built to help people and teams grow. It's personalized, practical, and focused on real-world impact.

Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they're picking up something new or leveling up to stay ahead.

Over 80 million learners and 17,000 businesses already learn with Udemy. If you're excited by change, energized by learning, and ready to have a real impact, you'll feel right at home.

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 Türkiye. 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 tools like Zendesk, Salesforce Service Cloud, or similar platforms to identify issues and use deployment/version control tools (e.g., Salto, GitHub) to submit minor changes for review.
• Process Documentation: Skilled at mapping workflows, capturing system behaviors, and documenting operational processes clearly.
• Cross-Functional Communication: Able to bridge teams—translating 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 tools—currently centered around Zendesk, with an evolving transition to platforms like Salesforce Service Cloud. This role is embedded in GCO and reports to the Senior Manager of Strategic Programs.

You'll serve as the day-to-day point of contact for CX systems issues—working directly with internal users to triage defects, surface root causes, and translate vague asks into clear, actionable requirements. This role isn't just about intake—it's about enabling smarter decisions by challenging assumptions, identifying better paths forward, and turning chaos into strategy. While you won't own platforms, you should be comfortable looking under the hood: tracing issues, drafting change requests, and occasionally submitting version-controlled updates via tools like Salto or GitHub.

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

What You'll Be Doing

• Act as the primary point of contact for operational troubleshooting and change requests in Zendesk or similar customer support tools, escalating or routing as needed.
• Investigate and document issues raised by support teams—propose tactical fixes when possible, or translate needs into structured business requirements for Business Systems (BSys).
• Submit minor configuration changes in Zendesk development instance and use CI/CD tools to coordinate 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 gaps—proactively suggesting or scoping improvements, often through direct stakeholder conversations.
• Educate requesters on system design best practices—pushing back on ineffective solutions and guiding teams toward scalable, tool-aligned approaches.

Example Requests You'll Handle

• Interview stakeholders to clarify support team needs and translate them into clear business requirements.
• Investigate recurring issues with ticket 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 Zendesk issues reported by support teams and propose practical fixes or escalation paths.

What You'll Have

• 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.
• Familiarity with customer support platforms (e.g., Zendesk, Salesforce Service Cloud, or similar).
• Experience with versioning or deployment tools (e.g., GitHub, Salto) is a plus.
• SaaS or support team experience preferred.
• Fluent in English.

Nice to Have

• Experience with versioning or deployment tools such as Salto, GitHub, or Workbench.
• Familiarity with support tooling ecosystems like Zendesk, Salesforce Service Cloud, Slack workflows, Ultimate AI, or comparable platforms.
• Experience translating business problems into scalable tooling or process design.