As part of the IT Business Applications team, you will lead a team dedicated to supporting, maintaining and enhancing Salesforce Service Cloud and related solutions. Under your direct leadership, the team will be responsible for supporting, and enhancing existing solutions as well as implementing new solutions that enable an exceptional customer experience. You will collaborate with key business stakeholders to understand business goals and priority and align resources based on those needs. Working in conjunction with other IT Service Teams you will be accountable for the delivery of high quality, scalable end-to-end solutions that support the company’s strategic goals.

Responsibilities include:

• Manage a team of 4 - 8 Business Analysts
• Mentor and develop the team’s skills in eliciting and documenting quality business requirements
• Develop and maintain a detailed understanding of solutions in the Customer Support space and understand both upstream and downstream integration points
• Provide guidance on solution designs and act as an escalation point for solution design decisions, collaborating with the Application Solution Consultants and Technical Leads
• Motivate team members to achieve team and individual goals
• Create a collaborative environment that enables peak performance from team members
• Establish and enforce end to end solution and documentation standards
• Ensure end to end solution integrity through process and system integration with other teams, systems, solutions and process areas
• Ensure that solutions support long-term Corporate goals while delivering maximum incremental short-term benefits
• Manage stakeholder relationships; understand business priorities and strategic initiatives
• Align the team’s work to business priorities
• Provide input to the IT portfolio and Enterprise Systems Roadmap
• Ensure all IT process standards are followed
• Proactively recommend improvements for internal IT processes

Qualifications

• 3+ years of experience leading a team of Business Systems Analysts
• Proven leadership and communication skills (verbal and written)
• Ability to build collaborative relationships among many diverse groups, working in various time zones, who are pursuing disparate goals – including senior management
• High degree of professional confidence and credibility with the presence and communication skills to represent IT-related concepts effectively with executive-level management.
• Thorough understanding of end to end Customer Support business processes, preferably for cloud software sales, is required
• 3+ years of hands on experience with Salesforce is required
• Salesforce Administrator certification is a plus
• Salesforce Service Cloud certification is a plus

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 www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

View The EEO is the Law poster and its supplement.

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Kronos 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] or please call 1 (978) 250 9800.