Sr Business Systems Analyst

UKG; United States; On-site; USD 140,000 - 180,000; Full time

Job summary

UKG is seeking a senior strategist to act as a technical advisor for Customer Success leadership, guiding system enhancements and process improvements to maximize business impact. You will measure ROI, ensure Gainsight and Staircase AI drive critical CS metrics, and design future-state AI workflows for scale.

You will align stakeholders across CS, Sales, Product, and IT, translating business needs into technical specs and driving adoption of new features and automation.

Qualifications

• 5+ years of experience in Business Systems Analysis or Revenue Operations.
• Hands-on experience with Gainsight or a similar Customer Success platform.
• Experience with Staircase AI or other AI-driven CS tools.
• Strong SQL, Python, APIs, and data integration skills.
• Excellent stakeholder management and communication.

Responsibilities

• Advise CS leadership on system enhancements and process improvements.
• Track ROI and ensure CS tools impact key metrics.
• Own future-state architecture for AI agents and automation.
• Lead cross-functional requirements gathering and translate into technical specs.
• Oversee Gainsight and Staircase AI administration and optimization.
• Manage data integrations and data flow between CRM, product databases, and CS platforms.
• Lead end-to-end system implementations and Agile project management.
• Foster user adoption and develop change-management documentation.

Skills

Strategic thinking

Stakeholder management

Project management

Communication

Python scripting

APIs

Education

Bachelor's degree in a relevant field

Tools

Gainsight

Staircase AI

SQL

Tableau

Power BI

Job description

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.

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.

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

Lead end-to-end system implementations, upgrades, and feature rollouts using agile project management methodologies. 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. Experience writing and debugging scripts (e.g., Python) for API integrations and process automation is highly preferred.

• 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, and cross-functional projects.
• Strong analytical, communication, and stakeholder management skills with the ability to translate business needs into technical solutions.
• Advanced expertise with Gainsight administration, architecture, or certification.
• Proficiency with SQL, APIs, Python (or similar scripting languages), and enterprise system integrations.
• Experience with Customer Success metrics, reporting, dashboards, and business intelligence tools (e.g., Tableau, Power BI).
• Experience supporting high-growth SaaS organizations and leading enterprise technology implementations using Agile methodologies

What You’ll Bring

• A strategic mindset that looks beyond the "how" of system configuration to the "why" of business impact.
• A collaborative spirit and a passion for empowering Customer Success teams with cutting-edge technology.
• A proactive approach to problem-solving and an eagerness to explore new AI capabilities within the CS landscape.