Gainsight Business Analyst

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. Thats what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

The IT organization is seeking to add a Business Systems Analyst with specific focus on Gainsight. The ideal candidate has extensive experience with customer success management processes and the Gainsight platform. The business analyst must balance strong written and verbal communication skills will system expertise and best practices.

As key member of the dedicated GTM Systems & Engineering Team, the Business Systems Analyst will have the following responsibilities:

• Support existing Gainsight solutions (and related applications), working on production support, trouble-shooting issues, and implementing small to medium enhancements. Contribute to large strategic projects and/or new solutions in the customer success management 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 Gainsight-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

REQUIREMENTS:

• Minimum of 3 years of experience in business systems analysis
• 4+ years of global Customer Success experience, including understanding of the following processes: risk management, customer journeys & communications, success plan management & configuration and more
• 4+ years of Gainsight
• Gainsight certification required
• Strong understanding of Gainsight 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
• Ability to accept and manage changing priorities and address issues quickly and professionally
• Familiarity with any of the following applications is a plus: Salesforce, Eloqua, Dun & Bradstreet, Qualtrics.
• Experience with ServiceNow or a similar ITSM tool is a plus

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 UKGCareers@ukg.com