Business Systems Analyst, IT Vendor Operations

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 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 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: $71,40