About the role and team
The Community Operations organization at Uber is where real people solve real problems in real time. As a Systems Analyst, you are the technical connective tissue of our support network, ensuring that when platform or tool issues arise, they are identified, escalated, and fixed before they impact our users. This isn't just about maintaining the status quo; it’s about replicating and troubleshooting complex systematic issues in a high-stakes environment where every minute of downtime matters.
Success in this role requires a mindset that thrives on troubleshooting and the grit to navigate the "messy" intersection of technology and human operations. You’ll need to stay calm under pressure, moving with urgency to unblock the specialists who depend on your tools. If you are a curious, detail-oriented problem-solver who enjoys turning technical complexity into operational clarity and can influence stakeholders without a script, this is where you’ll grow.
What you’ll do
- Identify trends in your assigned area and propose process improvements to ensure our support tools are as efficient and resilient as possible.
- Replicate, troubleshoot, and define systematic issues, turning technical glitches into clear problem statements for engineering and product teams.
- Define, build, and operationalize system enhancements that improve the specialist experience and ensure a rapid, efficient support journey.
- Author resources and communicate solution details to stakeholders, ensuring everyone from agents to leadership is aligned on the path forward.
- Perform process analysis and define functional specifications for new tools, ensuring all technical output meets Uber’s high bar for excellence.
- Support general project deliverables by coordinating timelines and ensuring technical requirements are met.
- ADDITIONAL FOR OPS COMMANDER:
- Monitor support queues and triage & communicate issues.
- Provide regular tracking and reporting of issues that impact support.
Basic Qualifications
- Work experience involving systems, data processing, or analysis using spreadsheets (Excel or Google Sheets).
- Foundational SQL and data analysis skills.
- Strong communication and problem-solving skills.
- High school diploma or equivalent experience.
Preferred Qualifications
- Experience in a customer-related field or support environment.
- Demonstrated ability to navigate high-ambiguity environments and stay resilient through constant technical change.
- Experience building or maintaining long-lasting engineering artifacts that reduce complexity and technical debt.
- Experience with stakeholder management, specifically the ability to influence cross-functional teams to support your proposals.