Sr Business Systems 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. That’s 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.

About The Role:
We are seeking a highly strategic and technically proficient Senior Business Systems Analyst to spearhead the administration, optimization, and architectural direction of our Customer Success platforms—primarily Gainsight and Staircase AI. In this role, you will act as the bridge between technical execution and business strategy.

You will partner closely with Customer Success leadership to translate complex operational needs into scalable system solutions. The ideal candidate will not only be a platform expert but also a trusted advisor who leverages data, automation, and AI insights to drive product adoption, reduce churn, and accelerate measurable business outcomes. 

Duties and Responsibilities

Strategic Guidance & Business Outcomes Drive Strategy
· Serve as a strategic advisor to Customer Success leadership, recommending system enhancements and process improvements that align with overarching business goals.
Demonstrate Value
· Track, measure, and report on the ROI of system implementations.
· Ensure tools like Gainsight and Staircase AI are directly contributing to critical CS metrics (e.g., NRR, GRR, health scores, and user adoption).
Future-State Architecture
· Design and implement future-state AI agents and automated workflows for customer engagement and scale.
· System Administration & Technical Leadership
Platform Ownership
· Act as the primary technical owner for Gainsight and Staircase AI, overseeing daily administration, user management, configuration, and optimization.
Data & Integration
· Manage complex data integrations, API connections, and automation rules to ensure seamless data flow between our CRM, product databases, and CS platforms.
Troubleshooting & Support
· Project & Stakeholder Management Project Leadership
· Lead end-to-end system implementations, upgrades, and feature rollouts using agile project management methodologies.
· Manage timelines, scope, and deliverables effectively.
· Stakeholder Alignment: Build strong relationships with cross-functional partners in CS, Sales, Product, and IT.
· Facilitate requirements-gathering sessions and translate business needs into technical specifications.
Change Management
· Develop documentation, conduct training sessions, and foster user adoption of new system features and AI capabilities across the Customer Success organization.
Technical Expertise
· Advanced proficiency in configuring, administrating, and architecting solutions in Gainsight.
· Strong experience or familiarity with AI-driven CS tools like Staircase AI (or similar platforms).
Stakeholder Management
· Exceptional communication skills with proven experience managing expectations, influencing decisions, and presenting technical concepts to executive leadership.
Project Management
· Demonstrated ability to manage complex, multi-phase technical projects from inception to successful deployment.
Data & Analytics
· Strong understanding of relational databases, SQL, and data visualization best practices.
Automation Skills
· Experience writing and debugging scripts (e.g., Python) for API integrations and process automation is highly preferred.

Basic Qualifications:
• 5+ years of experience in Business Systems Analysis, Customer Success Operations, or Revenue Operations.
• Hands-on experience administering Gainsight or a comparable Customer Success platform.
• Experience with Staircase AI or other AI-driven Customer Success platforms and automation tools.
• Experience managing SaaS business applications, system configurations, integrations, and cross-functional projects.
• Strong analytical, communication, and stakeholder management skills with the ability to translate business needs into technical solutions.

Preferred Qualifications:
• Advanced expertise with Gainsight administration, architecture, or certification.
• Proficienc