Remote-Friendly IT & Business Systems Analyst

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

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.