Business Systems Analyst, Customer Operations at Udemy

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jan, 26

Salary

128000.0

Posted On

11 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Business Requirements Gathering, Technical Troubleshooting, Process Documentation, Cross-Functional Communication, Salesforce Service Cloud, Zendesk, Configuration Changes, Workflow Mapping, System Analysis, Documentation, Stakeholder Communication, Operational Troubleshooting, Change Requests, SaaS Experience, Customer Support Platforms, Data Flow Understanding

Industry

E-Learning Providers

Description

Join Udemy. Help define the future of learning. Udemy is an AI-powered skills acceleration 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. Learn more about us on our company page. 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 Austin 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 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) team, you’ll help ensure the smooth operation of our customer support systems—centered on Salesforce Service Cloud, with some processes still running in Zendesk. This role reports to the Senior Manager of Strategic Programs and sits directly within GCO. You’ll be the day-to-day point of contact for CX systems issues—triaging defects, finding root causes, and turning vague asks into clear, actionable requirements. This is not a project manager role—it’s a hands-on systems-facing business role focused on defining requirements, testing configurations, and understanding data flow between Salesforce, Zendesk, and internal tools. You’ll enable smarter decisions, challenge assumptions, and translate complexity into clarity. While you won’t own platforms directly, you’ll trace issues, draft change requests, and stage approved updates in sandbox environments for deployment by technical teams. You’ll partner closely with Business Systems (BSys) on development and governance, focusing on the front end of the process—identifying problems, gathering context, and documenting solutions that close the loop between operations and systems. What You’ll 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 teams—propose 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 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. 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 You’ll 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. Posting Date: August 12th, 2025 Application Window: We anticipate the application window will be open until October 31st, 2025. Based on business needs, this opportunity may remain posted beyond or closed before the anticipated application window. #LI-KC2 At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for equity. Hiring Compensation Range $102,000—$128,000 USD Why work here? You’ll grow here. Learning is part of the job. You’ll 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. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways. You’ll own your work. We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact. You’ll build with others. We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction. You’ll see your impact. What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs? Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together. 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 Benefits, Turkiye Benefits & US Benefits, pages 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. Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies. At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We understand that not everyone will match each of the qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you! Information regarding data privacy is available within the Udemy Careers Privacy Notice.

Responsibilities

As a Business Systems Analyst, you will be the primary point of contact for operational troubleshooting and change requests in Salesforce Service Cloud and Zendesk. You will investigate issues, document them, and propose solutions while ensuring smooth operation of customer support systems.