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IT Senior Business Systems Analyst – Salesforce Service Cloud/Community Cloud (Customer Support centric)

The IT organization is seeking to add a Salesforce Business Systems Analyst with specific focus on Salesforce Service Cloud and Community Cloud. The ideal candidate has experience with customer service processes and the Salesforce platform. The business analyst must balance strong written and verbal communication skills with system expertise and best practices.

As key member of the dedicated Customer Support IT Service Team, the Business Systems Analyst will have the following responsibilities:

• Understanding the goals of business & then provide support to the existing Salesforce solutions within Service Cloud and Community Cloud (and related solutions), working on production support, trouble-shooting issues, and implementing small to medium enhancements. Contribute to large strategic projects and/or new solutions in this space• Build and maintain relationships with corporate and regional stakeholders, analyzing and understanding business requirements, business processes, functional requirements, cross-functional needs and system capabilities• Employ a variety of approaches to collecting and documenting business & functional requirements. Such techniques may include, but not limited to, leading workshops, writing use cases, creating context diagrams, performing stakeholder analysis, etc.• Design and implement Salesforce-based solutions to meet or exceed business requirements, adhering to best practices and solutions design standards, with an emphasis on maximizing out-of-the-box solutions, solves moderately complex issues, takes a new perspective using existing solutions• Collaborate regularly with other Business Systems Analysts and Application Solution Consultants on cross-functional requests and solutions• Collaborate regularly with Technical leads, Salesforce Developers and Integration Developers on functional requirements to implement custom extensions or application integrations to satisfy business requirements when needed• Act as a resource for colleagues with less experience, support Project Managers planning, execution and management of project deliverables and risks.• Work closely with QA analysts and may perform functional, regression, unit, functional and user acceptance testing.

• Minimum of 5 years of experience in business systems analysis• 3+ years of global Customer Support experience, including multi-channel contact center, case management, workflow, knowledge management, online self-service, communities, collaboration, reporting and analysis, IVR and CTI in a cloud solution environment• 2+ years of Salesforce.com experience including Service Cloud and Community Cloud• Salesforce Admin certification required• Good understanding of Salesforce capabilities, best practices and limitations and the ability to clearly communicate those to key stakeholders• Strong organizational, Interpersonal and analytical skills with attention to detail• Excellent communication skills, both written and verbal, capable of relaying technical information to business stakeholders and business information to Technical team• Ability to accept and manage changing priorities and address issues quickly and professionally• Experience with ServiceNow or a similar ITSM tool is a plus

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.     

Disability Accommodation: 

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com . 

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.