Business System Analyst (Customer Support/CX)

TL;DR

Business System Analyst (Customer Support/CX): Designing and optimizing technical SaaS solutions for customer support platforms with an accent on SaaS configuration and vendor management. Focus on automating repetitive tasks, bridging the gap between business needs and technical implementation, and maintaining system health.

Location: Must be based in Sydney, Australia (Hybrid)

Company

Canva is a global design platform redefining how the world experiences design.

What you will do

• Translate business problems into working technical SaaS solutions for CX platforms.
• Configure and customize third-party customer support tools and create detailed technical documentation.
• Partner with support teams to gather requirements and communicate technical concepts in simple language.
• Lead the end-to-end lifecycle of system improvements and monitor overall system health.
• Manage vendor relationships and participate in business reviews with CX platform providers.
• Identify and build automation solutions to reduce repetitive manual tasks and errors.

Requirements

• 3-5 years of experience working with customer support or CX platforms.
• Hands-on experience administering and integrating SaaS tools.
• Proven track record of turning business needs into technical solutions.
• Strong ability to communicate technical concepts to non-technical stakeholders.
• Must be based in Sydney, Australia.

Nice to have

• Experience with Zendesk.

Culture & Benefits

• Equity packages to share in the company's success.
• Inclusive parental leave policy supporting all parents and carers.
• Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup.
• Flexible leave options to recharge and support personal goals.
• Hybrid work environment balancing remote flexibility with meaningful in-person collaboration.