Oct 21, 2021

Business Systems Analyst - IT

  • Canva
  • Sydney NSW, Australia

Job Description

We’re constantly working towards making Canva the best place to work, for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community all around the world. We celebrate uniqueness and whatever makes you, you and encourage everyone who wants to help us transform the way the world designs, to join us on this journey. We value all different types of experiences. If you don’t think you quite meet all of the qualifications, we’d still love to hear from you.  
About UsAt Canva, our mission is to democratise design and empower creativity for anyone and everyone, on every platform. Inspired by a team of talented thinkers, an amazing culture and a remarkable growth trajectory – we’re out to change the world, one design at a time. 
Since launch in August 2013, we have grown exponentially, amassing over 60 million monthly active users across 190 different countries who have created more than 6 Billion designs. We are one of the world’s fastest-growing technology companies and we have only achieved about 1% of what we want to do.
About the teamThis role is part of the  Business Systems team within Information Technology (“IT”) that drives secure and scalable adoption of technologies that enable Canva’s scale. As part of IT you will be on the ground floor of a rapidly expanding team as we aim to radically innovate the foundational infrastructure of our technology supporting critical groups throughout the business. As Canva grows, there is an increasing need to provide stakeholders in the business with timely, accurate and granular data enabling agile decisions to be made as required. 
The User Voice Systems team evaluates, implements and administers the technology stack that support the Customer Service processes; e.g. event management, incident management, problem management, request fulfilment, access management. This team partners with the User Group leaders to realize their strategic goals thru scalable and reliable business solutions
About the roleThe Business Systems Analyst (BSA) for User Voice will collaborate with User Group  stakeholders to define and document requirements / processes that support the org’s strategic goals. The User Voice BSA will apply their customer service process experience to analyze requirements from the business, design solutions and translate those requirements and processes to technical specs for the User Voice Systems development team. 
The User Group BSA will use their proficiency in customer support processes and best practices to assess how we can utilize help desk tools (i.e. Zendesk, online chat, etc.)

What you'll do:

  • Strategy, Partner with User Group leadership to establish the optimal systems roadmap that supports the successful execution of their group goals and objectives
  • Be part of the team, Co-ordinate & manage incoming integration requests from the business and assist in developing training materials and training users on Zendesk and other customer service systems
  • Collaborate, with User Group stakeholders to ensure that business requirements and client needs are incorporated into the User Voice systems and integrated systems; e.g. Zendesk, online chat, Salesforce etc.and ensure successful training
  • Build and lead, Create and maintain technical documentation of all service desk systems under your ownership to enable seamless change management as we scale and develop, maintain and prioritize User Voice product backlog that aligns with User Group strategy
  • Business process improvements, design technology solutions to solve business problems and apply service desk process knowledge to identify, vet and develop business requirements that optimize customer service performance 
  • Solution orientated,  support development and maintenance of technology standards, policies and procedures to support technology roadmap. Assist cross-functionally to implement new or enhanced features to improve Customer Service.
  • Customer centric, work with third party system vendors, developing relationships and ensuring strong service delivery across the business
  • Communication, partner with other cross functional technology leads / teams to create and monitor integrations; making sure integrations run successfully / resolving issues

What we're looking for:

  • 5+ years of business analyst work such as eliciting end user requirements, documenting business processes and requirements analysis
  • Experience in service desk processes is required; i.e. event management, incident management, problem management, request fulfilment, access management
  • Experience with Agile development and user story development
  • Experience working with Zendesk is required
  • You are solutions orientated but focus on strategic excellence, flipping between big picture thinking and what needs to be done now without jeopardizing the quality of either
  • Able to work under pressure whilst keeping a calm demeanour, you can juggle  multiple tasks, people and systems of varying complexities and deadlines 
  • Comfortable with chaos. You have a passion for efficiency, process improvements, and map out a path to clarity and execution. You can work out ways to achieve the impossible and ride through change like a boss
  • You are able to adapt to different situations, spot opportunities to help us achieve our crazy big goals
  • You think and act as We, not Me. We’re all in this together. You love nothing more than to collaborate and build trusted relationships with your team, ensuring everyone is empowered to do the best work of their life, and having the best time doing it.
We mean it when we say we want to create a workplace that you love coming to. Our culture is unlike anywhere else and our offices are designed with workspaces for every mood, to help you do great work. At Canva you can be part of a company that is growing rapidly, building a product that users really love. 
Being a Force for good. 
One of our core values at Canva, “Being a force for good” means we are actively working towards a world that isn't just good for a small few, but one that’s good for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community. To achieve this, we need to constantly work towards making Canva the best place to work, for everyone.
We make hiring decisions based on your experience, skills and passion. If you’re keen to apply and need reasonable adjustments or would like to note which pronouns you use at any point in the application or interview process, please let us know.