Business Systems Analyst, IT Vendor Operations

Cash App; San Francisco (CA); Remote; USD 63,000 - 125,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Family planning benefits

Job summary

Cash App, part of Block, is seeking a Business Systems Analyst to triage and resolve technical issues across Salesforce, Amazon Connect, Okta, and internal tools. You will act as the first line of defense, bridging business teams and engineering, while enabling advocates to focus on customers rather than tools.

You will handle access management, triage tickets, troubleshoot, and document issues, with opportunities to automate workflows and improve incident response in a fast-paced environment.

Qualifications

• Experience in IT support, business systems, or technical operations — ideally in a support or customer care environment.
• Familiarity with Salesforce administration or configuration (flows, queues, user management).
• Strong troubleshooting and analytical skills — you can break down a vague bug report into a clear, reproducible issue.
• Effective and clear communication (written and verbal) — you'll be translating between technical and non-technical audiences daily.
• Comfort working in Jira or similar ticketing systems for tracking and managing work.
• Ability to read and interpret code, logs, and system configurations.
• Methodical, highly organized, and detail-oriented with a high level of accuracy.
• A bias toward action — you'd rather dig in and figure it out than wait for someone else to.
• Experience with Amazon Connect, telephony systems, or contact center platforms is a plus.
• Familiarity with Okta, IAM, or access management workflows is a plus.
• Scripting or automation experience (Python, JavaScript, or similar) is a plus.

Responsibilities

• Support identity and access management administration for an entire suite of applications, balancing routine operational tasks (~40%) with complex, non-routine requests requiring investigation and specialized attention (~60%).
• Triage and resolve technical support tickets spanning Salesforce, Amazon Connect, Toolbox, Regulator, Registry, internal tax tools, and other internal & external systems.
• Troubleshoot bugs, system errors, and unexpected behaviors reported by internal team members and elevate to engineering when needed.
• Process and validate access requests for various systems and roles.
• Perform system validation to ensure tools work as intended for support teams and customers.
• Manage technical escalations through Jira, coordinating with engineering and product teams to drive resolution.
• Support SEV management as a liaison between support teams and engineers during critical system incidents.
• Automate and improve operational workflows to reduce manual effort and improve response times.
• Document troubleshooting steps, known issues, and resolution paths to build a shared knowledge base.
• Partner cross-functionally with teams across Block to identify recurring pain points and advocate for systemic fixes.

Skills

IT support experience

Salesforce administration

Troubleshooting

Effective communication

Tools

Salesforce

Amazon Connect

Okta

Jira

Job description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

The IT Vendor Operations team sits at the intersection of business and technology — triaging, troubleshooting, and resolving technical issues across the tools and systems that thousands of Block advocates rely on every day. As Business Systems Analyst you will be the first line of defense when something breaks, the investigator when something behaves unexpectedly, and the bridge between our business teams and engineering partners.

This role is ideal for someone who thrives in a fast-paced environment, loves solving technical puzzles, and wants cross‑functional exposure across Block's support organization. You'll work across Salesforce (CF1), Amazon Connect, Okta, internal tooling, and more — ensuring advocates can focus on helping customers instead of fighting their tools.

You Will

• Support identity and access management administration for an entire suite of applications, balancing routine operational tasks (~40%) with complex, non‑routine requests requiring investigation and specialized attention (~60%)
• Triage and resolve technical support tickets spanning Salesforce, Amazon Connect, Toolbox, Regulator, Registry, internal tax tools, and other internal & external systems
• Troubleshoot bugs, system errors, and unexpected behaviors reported by internal team members and elevate to engineering when needed
• Process and validate access requests for various systems and roles
• Perform system validation to ensure tools work as intended for support teams and customers
• Manage technical escalations through Jira, coordinating with engineering and product teams to drive resolution
• Support SEV management as a liaison between support teams and engineers during critical system incidents
• Automate and improve operational workflows to reduce manual effort and improve response times
• Document troubleshooting steps, known issues, and resolution paths to build a shared knowledge base
• Partner cross‑functionally with teams across Block to identify recurring pain points and advocate for systemic fixes

You Have

• Experience in IT support, business systems, or technical operations — ideally in a support or customer care environment
• Familiarity with Salesforce administration or configuration (flows, queues, skills, user management)
• Strong troubleshooting and analytical skills — you can break down a vague bug report into a clear, reproducible issue
• Effective and clear communication (written and verbal) — you'll be translating between technical and non‑technical audiences daily
• Comfort working in Jira or similar ticketing systems for tracking and managing work
• Ability to read and interpret code, logs, and system configurations
• Methodical, highly organized, and detail‑oriented with a high level of accuracy
• A bias toward action — you'd rather dig in and figure it out than wait for someone else to
• Experience with Amazon Connect, telephony systems, or contact center platforms is a plus
• Familiarity with Okta, IAM, or access management workflows is a plus
• Scripting or automation experience (Python, JavaScript, or similar) is a plus

Technologies We Use and Teach

• Salesforce (CF1)
• Amazon Connect
• Jira
• Okta
• GitHub
• Google Workspace
• AI‑assisted development tools

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

Block takes a market‑based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job‑related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A

$83,900—$125,900 USD

Zone B

$78,100—$117,100 USD

Zone C

$71,400—$107,000 USD

Zone D

$63,000—$94,400 USD

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.

Use of AI in Our Hiring Process

We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self‑custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.

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