Role Description 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 - Serve as a strategic advisor to Customer Success leadership, recommending system enhancements and process improvements that align with overarching business goals. - 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 - Act as the primary technical owner for Gainsight and Staircase AI, overseeing daily administration, user management, configuration, and optimization. - 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 - Lead end-to-end system implementations, upgrades, and feature rollouts using agile project management methodologies. - Manage timelines, scope, and deliverables effectively. - 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. 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. - 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. Benefits - The pay range for this position is $90,900 to $130,700. - Employees may be eligible to participate in a performance-based bonus plan. - Restricted stock unit awards as part of total compensation. - Learn more about UKG’s benefits and rewards at UKG Benefits . Company Description 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.

• Take ownership of the reusable accelerator core and multi-agent workflows • Build and maintain the evaluation pipelines and telemetry to make quality measurable • Ensure reliability, cost control, and observability for agentic systems • Collaborate with delivery teams to trust the output of non-deterministic systems

• Design, implement, and maintain secure, resilient enterprise network infrastructure across multiple locations • Design and support campus, WAN, wireless, VPN, and data center networks • Develop network segmentation strategies, VLAN architectures, routing, switching, firewall policies, and secure remote access solutions • Evaluate, recommend, and implement new networking technologies and architectural improvements • Ensure high availability, redundancy, and disaster recovery for critical network infrastructure • Configure, maintain, and troubleshoot enterprise network infrastructure, including switches, routers, firewalls, wireless systems, and load balancing technologies • Manage enterprise firewall platforms, VPN connectivity, NAC, and network access controls • Monitor network performance, availability, and security using enterprise monitoring tools • Investigate and resolve complex network performance and connectivity issues • Implement security best practices including network segmentation, Zero Trust principles, IDS/IPS, and secure remote access • Support vulnerability remediation and infrastructure hardening initiatives • Support networking for VMware-based data centers and hybrid cloud environments • Design and maintain connectivity between on-premises infrastructure and cloud platforms including Azure and AWS • Support DNS, DHCP, IP address management, and network services • Assist with backup, disaster recovery, and business continuity planning from a networking perspective • Partner with Systems Engineering, Cybersecurity, Cloud Infrastructure, Manufacturing Engineering, and external vendors to deliver reliable infrastructure solutions • Participate in infrastructure planning, technology evaluations, and cross-functional projects • Provide Tier III escalation support for complex networking issues • Develop and maintain network diagrams, standards, configurations, and operational documentation • Create standard operating procedures and troubleshooting guides • Mentor junior IT staff and share networking best practices across the organization

Role Description The BSA Specialist supports the Bank's Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Countering the Financing of Terrorism (CFT), Office of Foreign Assets Control (OFAC), Customer Due Diligence (CDD), and related financial crimes compliance programs through monitoring, review, research, and regulatory reporting activities. The BSA Specialist is responsible for reviewing alerts, referrals, customer due diligence requirements, watchlist and sanctions monitoring, and other financial crimes detection activities to identify unusual or suspicious activity requiring additional review. The Specialist gathers information, performs research, documents findings, and escalates matters requiring formal investigation. This position also assists with fraud prevention and fraud operations activities as assigned and helps ensure the Bank maintains compliance with applicable laws, regulations, policies, and procedures while protecting the Bank and its customers from financial crime. Qualifications - BSA Specialist I: Two (2) years of banking, fraud, compliance, operations, audit, investigations, customer service, or related experience preferred. - Experience with BSA-related programs or case building applications. - Proficiency with standard computer applications including Microsoft Office Suite. - Strong reasoning and problem-solving skills. - Strong organizational skills and high attention to detail. - Strong verbal and written communication skills. - Ability to work independently and with a team. - Ability to manage time well and prioritize tasks. - BSA Specialist II: Minimum three (3) years of banking, BSA/AML, fraud, compliance, operations, audit, investigations, or related experience preferred. - Strong understanding of BSA/AML, OFAC, CDD, EDD, and financial crime risk concepts. - Experience reviewing customer activity, due diligence requirements, alerts, or regulatory reporting. - Demonstrated ability to independently perform EDD reviews and complex alert analysis. Requirements - Review and disposition transaction monitoring alerts generated through Verafin and other Bank systems. - Review Customer Due Diligence (CDD) alerts and obtain, analyze, and document customer information necessary to support customer risk assessments. - Perform Enhanced Due Diligence (EDD) reviews and recommend escalation of higher-risk or more complex customer relationships. - Review OFAC, watchlist, sanctions screening, negative news, and other risk-monitoring alerts in accordance with established procedures. - Review customer activity, account relationships, and transactional behavior to identify unusual activity, elevated risk, or information requiring additional review. - Obtain and document information from customers, business units, public records, and internal systems necessary to support due diligence and monitoring requirements. - Prepare and file Currency Transaction Reports (CTRs) in accordance with regulatory requirements and internal procedures. - Open cases and escalate activity requiring formal investigation based on monitoring results, due diligence reviews, referrals, customer activity, or other identified concerns. - Document alert reviews, due diligence reviews, referrals, findings, and recommendations in accordance with department procedures. - Assist with maintenance of customer risk ratings, high-risk customer records, and periodic review requirements. - Respond to BSA-related inquiries and provide support to business units regarding due diligence, monitoring requirements, and financial crimes compliance procedures. - Identify unusual activity patterns, emerging risks, or opportunities for process improvements and communicate recommendations to management. - Maintain complete, accurate, and timely records in accordance with regulatory requirements and Bank procedures. - Maintain regular and predictable attendance. - In addition to performing all BSA Specialist I responsibilities, a BSA Specialist II is expected to: - Handle a larger volume of alert reviews and due diligence reviews. - Review more complex customer relationships and account activity. - Conduct more advanced EDD reviews. - Perform more extensive pre-investigation research prior to case escalation. - Provide guidance and assistance to BSA Specialist I employees. - Assist with training, onboarding, and process coaching. - Exercise greater independent judgment in alert disposition, risk identification, and escalation decisions. - Serve as a departmental resource for regulatory monitoring requirements and due diligence processes. Benefits - The pay range for BSA Specialist I is $22.67 - $38.55, with a typical hiring range of $22.67 - $26.02. - The pay range for BSA Specialist II is $24.49 - $41.63, with a typical hiring range of $24.49 - $28.10. - The incentive plan for this position is the Partnership Tier 1 Incentive plan, paid out quarterly with a 5% target payout. - Employees will be eligible for benefits including medical, dental, and vision insurance, paid time off, retirement plans (401k with company match and Employee Stock Ownership Plan), gym membership reimbursement, discounts on banking products, and more.