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 simil