Business System Analyst - Customer Support/CX platform

Job Description

Join the team redefining how the world experiences design.

Hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.

Where and how you can work

Our flagship Sydney campus is uniquely Canva - an extension of our Surry Hills neighbourhood. It’s a thoughtfully designed space with plenty of room to collaborate, focus, and connect.

This role is based in Sydney, and we’re looking for someone who calls it home. Our hybrid way of working gives you the flexibility to work remotely, and to come together on campus for meaningful in-person collaboration and connection when it matters most. We trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.

What you’d be doing in this role

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

At the moment, this role is focused on:

Design and build solutions that matter

• Take real business problems and turn them into working technical SaaS solutions

• Configure and customise our third-party customer support tools to meet Canva’s needs

• Create clear documentation that helps everyone understand how our systems work

Be the bridge between technology and people

• Partner with support teams to understand what they need to succeed

• Explain technical concepts in simple, friendly language

• Build strong relationships across the organisation

Own your systems and projects from start to finish

• Lead projects that drive new features and improvements

• Implement systems and manage their lifecycle

• Monitor system health and solve issues before they impact our teams

Work with vendors to get the best outcomes

• Manage relationships with our CX platform providers

• Participate in business reviews and improvement discussions

• Evaluate new tools and technologies

Make work easier through automation

• Identify repetitive tasks that slow teams down

• Build automation solutions that save time and reduce errors

• Share your knowledge to help others work more efficiently

You're probably a match if you have

Experience that counts

• 3-5 years working with customer support or CX platforms

• Hands-on experience administering and integrating SaaS tools

• Track record of turning business needs into technical solutions

Skills that shine

• Strong ability to communicate technical concepts simply

• Experience managing vendor relationships and partnerships

• Problem-solving mindset with attention to detail

• Zendesk experience (great to have, not essential)

The right approach

• You build rapport easily with stakeholders at all levels

• You focus on business impact, not just technical details

• You're curious and always looking to learn and improve

• You thrive in collaborative environments

About the team

Join us in empowering millions to communicate brilliantly through exceptional customer support systems

We're looking for a Systems Engineer to join our User Voice Systems team at Canva. You'll help us build and manage the technology that powers our world-class customer support, making it simple for our global community to get the help they need.

In this role, you'll transform business challenges into elegant technical solutions. You'll work closely with our customer support teams to understand their needs, design smart solutions using our industry-leading CX platforms, and ensure everything runs smoothly. Your work will directly impact how we help millions of users create with confidence.

What's in it for you?

Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for every success in and outside of work.

Here's a taste of what's on offer:

• Equity packages - we want our success to be yours too

• Inclusive parental leave policy that supports all parents & carers

• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more

• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Check out lifeatcanva.com for more info.

Other stuff to know

We see AI as a powerful amplifier of creativity and technology at Canva. We're evolving how we assess AI skills in our Technology hiring experience — you'll tackle interactive, real-time challenges that reflect the kind of work we do. In some interviews, you may also be asked to solve a problem using an AI tool to show how you approach challenges with tech by your side.

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!

Please note that interviews are conducted virtually.