Business System Analyst - Customer Support/CX platform

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Business System Analyst - Customer Support/CX platformFull-timeRecruitment type: PermanentJob DescriptionJoin the team redefining how the world experiences design.Hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Where and how you can work Our flagship Sydney campus is uniquely Canva - an extension of our Surry Hills neighbourhood. It’s a thoughtfully designed space with plenty of room to collaborate, focus, and connect. This role is based in Sydney, and we’re looking for someone who calls it home. Our hybrid way of working gives you the flexibility to work remotely, and to come together on campus for meaningful in-person collaboration and connection when it matters most. We trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.What you’d be doing in this roleAs Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.At the moment, this role is focused on:Design and build solutions that matterTake real business problems and turn them into working technical SaaS solutionsConfigure and customise our third-party customer support tools to meet Canva’s needsCreate clear documentation that helps everyone understand how our systems workBe the bridge between technology and peoplePartner with support teams to understand what they need to succeedExplain technical concepts in simple, friendly languageBuild strong relationships across the organisationOwn your systems and projects from start to finishLead projects that drive new features and improvementsImplement systems and manage their lifecycleMonitor system health and solve issues before they impact our teamsWork with vendors to get the best outcomesManage relationships with our CX platform providersParticipate in business reviews and improvement discussionsEvaluate new tools and technologiesMake work easier through automationIdentify repetitive tasks that slow teams downBuild automation solutions that save time and reduce errorsShare your knowledge to help others work more efficientlyYou're probably a match if you haveExperience that counts3-5 years working with customer support or CX platformsHands-on experience administering and integrating SaaS toolsTrack record of turning business needs into technical solutionsSkills that shineStrong ability to communicate technical concepts simplyExperience managing vendor relationships and partnershipsProblem-solving mindset with attention to detailZendesk experience (great to have, not essential)The right approachYou build rapport easily with stakeholders at all levelsYou focus on business impact, not just technical detailsYou're curious and always looking to learn and improveYou thrive in collaborative environments About the teamJoin us in empowering millions to communicate brilliantly through exceptional customer support systemsWe're looking for a Systems Engineer to join our User Voice Systems team at Canva. You'll help us build and manage the technology that powers our world-class customer support, making it simple for our global community to get the help they need.In this role, you'll transform business challenges into elegant technical solutions. You'll work closely with our customer support teams to understand their needs, design smart solutions using our industry-leading CX platforms, and ensure everything runs smoothly. Your work will directly impact how we help millions of users create with confidence.What's in it for you?Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at...