Business Systems Analyst, Customer Operations

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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.

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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 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.
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