Udemy

Business Systems Analyst, Customer Operations

Udemy

full-time

Posted on:

Location Type: Hybrid

Location: Mexico City • 🇲🇽 Mexico

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Salary

💰 MX$800,000 - MX$1,000,000 per year

Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Serve as the day-to-day point of contact for CX systems issues, triaging defects and surfacing root causes
  • Translate vague or reactive stakeholder requests into clear, actionable business requirements and user stories
  • Investigate and document issues raised by support teams and propose tactical fixes or structured requirements for Business Systems (BSys)
  • Stage and test minor configuration changes in Salesforce or Zendesk sandbox/development environments and coordinate deployment with platform owners and governance teams
  • Maintain documentation of workflows, known issues, and request histories to ensure continuity
  • 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 and scope improvements through stakeholder conversations
  • Educate requesters on system design best practices and guide teams toward scalable, tool-aligned approaches
  • Embedded in Global Customer Operations and reports to the Senior Manager of Strategic Programs

Requirements

  • 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
  • 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
Benefits
  • In addition to a base salary, this role is also eligible for equity
  • Full access to Udemy courses
  • Monthly UDay to invest in yourself
  • A budget to spend on whatever helps you improve (professional development budget)
  • Benefits vary by region (see Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits, US Benefits)
  • Benefits designed to provide you and your family with protection and care
  • In-office schedule with flexibility (three days a week in Mexico City office; flexibility on Mondays and Fridays)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
systems analysistechnical supportbusiness requirementsuser storiesconfiguration changestroubleshootingSalesforce Service CloudZendeskdeployment workflowsSaaS
Soft skills
communicationcollaborationproblem-solvingstakeholder managementdocumentationtrainingprocess improvementanalytical thinkingeducational skillsproject support