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Business Systems Analyst

General information


Lowell - Massachusetts - USA


Software & Product Development

Ref #:


Description & Requirements


This position will entail having the Business Systems Analyst work with Global Support Operations and IT to provide expertise for deployment of new features and insight on how we can improve process internally and externally for a seamless customer experience. Assist the eServices team in Knowledge Management (KM) tasks as needed, taking guidance from the members of the team. Assist with Salesforce Knowledge improvements from a systemic and Knowledge Centered Services (KCS) perspective.

• Conduct analysis of data and provide insight to understand current business model improvement and content gaps. Work with Subject Matter Experts (SME) and or Business Leads to gather specific business needs and requirements with focus on Salesforce Knowledge and Service Cloud
• Analyzes complex business problems to be solved with automated systems. Provides technical expertise in identifying, evaluating, and developing systems and procedures that are cost effective and meet user requirements
• Clearly communicate/share best practices and any updates we roll out with any of our projects/programs
• Collaborate with stakeholders to capture and clearly document business requirements
• Create and or Review Business Requirements Documentation on new deployment features
• Work and consult with management and operations analysts to provide guidance on how to improve business process and document requirements for delivery to IT
• Assist in implementation of new features including User Acceptance Testing, Production Smoke Tests, and end user support
• Querying repositories including Salesforce, EDW using toolsets that allow for extraction and modeling of data to assist the business in streamlining process and workstreams
• Identify trends in data to paint a picture of how internal and external users interact with systems


• Bachelor's Degree in either Computer Science, Business Administration or related discipline or equivalent experience
• Certification or Comparable experience with Salesforce required
• Experience working within a Support Organization strongly desired
• 3-5+ years of relevant experience
• Formal training and/or previous experience with Knowledge Centered Services (KCS) is desired

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

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. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

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 or please call 1 (978) 250 9800.