Business Systems Analyst - Salesforce Service Cloud

General Information

Ref #:

20230034418

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Lowell - Massachusetts - United States

Description & Qualifications

Description

About the Team:

The IT organization is seeking to add a Salesforce Business Systems Analyst with specific focus on Salesforce Service 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 will system expertise and best practices.

About the Role:

• Support 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 and user requirements such as 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• 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• 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

Qualifications

About You:

Basic Qualificaitons:• Minimum of 3 years of experience in business systems analysis• 2+ 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 in Service Cloud; Salesforce Admin certification required• Strong understanding of Salesforce capabilities, best practices and limitations and the ability to clearly communicate those to key stakeholders; strong organizational and analytical skills with attention to detail; excellent written and verbal skills• Experience with ServiceNow or a similar ITSM tool is a plus

Preferred Qualifications:• Ability to accept and manage changing priorities and address issues quickly and professionally

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment 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 under federal, state, or local anti-discrimination laws.

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UKG participates in E-Verify. View the E-Verify posters here .

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].