Business Systems Analyst, IT Vendor Operations

Block; United States; Remote; USD 63,000 - 126,000; Full time

Job summary

Block is seeking a Business Systems Analyst to join the IT Vendor Operations team across the US. You will triage and resolve issues across Salesforce (CF1), Amazon Connect, Okta, and internal tools to keep our advocacy platform running smoothly.

You’ll work with engineering and business teams, document troubleshooting steps, automate workflows, and help resolve incidents quickly. Strong communication and IT-support experience are essential for success in this fast-paced environment.

Qualifications

• Experience in IT support or business systems.
• Familiarity with Salesforce administration or configuration (flows, queues, user management).
• Strong troubleshooting and analytical skills.
• Effective and clear communication (written and verbal).
• Comfort working in Jira or similar ticketing systems.

Responsibilities

• Support identity and access management administration for an entire suite of applications.
• Triage and resolve technical support tickets spanning Salesforces, Amazon Connect, Toolbox, Regulator, Registry, internal tax tools, and other systems.
• Troubleshoot bugs, system errors, and unexpected behaviors; escalate 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.
• Support SEV management as a liaison during critical system incidents.
• Automate and improve operational workflows to reduce manual effort.
• Document troubleshooting steps and known issues for a knowledge base.
• Partner cross-functionally to identify recurring pain points and drive fixes.

Skills

IT support

Salesforce admin

Troubleshooting

Communication

Jira

Okta IAM

Amazon Connect

Automation scripting

Read logs

Contact center

Tools

Salesforce

Amazon Connect

Jira

Okta

GitHub

Google Workspace

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.

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.

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

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.

Contact us herewith hiring practice or data usage questions.

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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