Business Systems Analyst, Customer Operations

Business Systems Analyst, Customer Operations

Austin, TX

Join Udemy. Help define the future of learning.

Udemy is an AI-powered skills acceleration platform built to help people and teams grow. Its 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 theyre picking up something new or leveling up to stay ahead.

Over 80 million learners and 17,000 businesses already learn with Udemy. If youre excited by change, energized by learning, and ready to have a real impact, youll feel right at home.

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 Trkiye. 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 teamstranslating 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, youll help ensure the smooth operation of our customer support systemscentered 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.

Youll be the day-to-day point of contact for CX systems issuestriaging defects, finding root causes, and turning vague asks into clear, actionable requirements. This is not a project manager roleits a hands-on systems-facing business role focused on defining requirements, testing configurations, and understanding data flow between Salesforce, Zendesk, and internal tools. Youll enable smarter decisions, challenge assumptions, and translate complexity into clarity.

While you wont own platforms directly, youll trace issues, draft change requests, and stage approved updates in sandbox environments for deployment by technical teams. Youll partner closely with Business Systems (BSys) on development and governance, focusing on the front end of the processidentifying problems, gathering context, and documenting solutions that close the loop between operations and systems.

What Youll Be Doing

Nice to Have

Example Requests Youll Handle

Qualifications

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.

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?

Youll grow here. Learning is part of the job. Youll 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. Youll have the space and tools to experiment, apply, and get better at using AI in practical ways.

Youll own your work. We trust people to lead, make decisions, and follow through. You dont need to wait for permission or layers of approval to have an impact.

Youll build with others. We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.

Youll see your impact. What you build helps people grow their skills, change their careers, or find a path forward. Youve got the experience, why not use it to help others gain theirs?

Bring your curiosity. Well bring the platform and the support. Lets 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!

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We believe everyone has something special to give their authenticity, empathy, unique backgrounds. At Udemy, we make a promise to each other to respect that and be kind. And because we believe the best ideas are born as a result of people from all walks of life coming together, we work hard to create an inclusive space for all.

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