Lead Business Systems Analyst

al Customer Support operations.
This role is responsible for defining product vision, strategy, and roadmap for customer support technologies, ensuring alignment with business goals and delivering measurable value. The ideal candidate combines deep Salesforce platform expertise with strong customer support domain knowledge and a strategic product mindset.
As a key member of the CX team, the individual will drive platform innovation, stakeholder alignment, and end-to-end product lifecycle management.

• Key Responsibilities
Product Strategy & Vision
• Define and own the product vision, roadmap, and long-term strategy for Salesforce Service Cloud and Experience Cloud platforms.
• Align platform capabilities with evolving Customer Support goals, digital transformation initiatives, and operational excellence targets.
• Identify opportunities to enhance customer and agent experience through automation, AI, self-service, and workflow optimization.

• Product Ownership & Delivery
• Own the product backlog, prioritize enhancements, and balance technical debt, production support, and strategic initiatives.
• Lead delivery of small, medium, and large-scale enhancements and transformation programs.
• Serve as the functional and product lead for initiatives, partnering with Project Managers to manage scope, risks, dependencies, and timelines.
• Ensure solutions maximize out-of-the-box Salesforce capabilities while strategically leveraging custom development when required.

• Stakeholder Engagement & Cross-Functional Leadership
• Build strong relationships with global and regional Customer Support stakeholders.
• Act as the primary product point-of-contact for business leadership.
• Translate business needs into clear product requirements, user stories, and acceptance criteria.
• Facilitate workshops, roadmap discussions, and cross-functional alignment sessions.
• Drive consensus across business and technical teams.

• Solution Design & Platform Governance
• Guide solution design in collaboration with Technical Leads, Salesforce Developers, and Integration teams.
• Ensure adherence to Salesforce best practices, architectural standards, and scalable design principles.
• Evaluate and recommend platform enhancements, integrations, and ecosystem tools.

• Customer Support Domain Leadership
• Leverage deep expertise in:
o Multi-channel Contact Center operations
o Case management & workflow automation
o Knowledge management
o Self-service portals & communities
o Reporting & analytics
o IVR & CTI integrations
• Continuously improve agent productivity, customer satisfaction, and operational KPIs.

• Quality, Testing & Release Management
• Partner with QA teams to ensure comprehensive functional, regression, and UAT coverage.
• Oversee release planning and change management processes.
• Support governance and continuous improvement of release management practices.

Requirements:
 8+ years of experience in Salesforce platform roles, including product management, business systems analysis, or solution ownership.
 4+ years of global Customer Support domain experience in cloud-based environments.
 4+ years of hands-on Salesforce experience, including:
• Service Cloud
• Experience Cloud (Community Cloud)
 Salesforce Administrator Certification (required)
 Service Cloud Consultant and/or Experience Cloud Consultant certifications (preferred)
 Strong understanding of Salesforce platform capabilities, architecture, limitations, and best practices.
 Experience with integrations, CTI/IVR systems, and enterprise ecosystems.
 Experience with ServiceNow or similar ITSM tools (preferred).
 Experience with release management processes and tools (preferred).

Core Competencies
• Strategic product thinking and roadmap ownership
• Strong stakeholder management and executive communication
• Data-driven decision making and analytical problem solving
• Ability to translate technical complexity into business value
• Excellent written and verbal communication skills
• Ability to manage ambiguity and shifting priorities
• Strong organizational and leadership capabilities

Success Metrics
• Improved customer and agent experience metrics
• Increased adoption of self-service and automation
• Reduced case resolution time and operational inefficiencies
• On-time, high-quality product releases
• High stakeholder satisfaction and engagement

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

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 in the Application and Interview Process

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