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Business Systems Analyst -- Salesforce centric


Lowell - Massachusetts - USA


Information Technology

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The IT organization is seeking to add a Business Systems Analyst to support our instances of Sales Cloud, Service Cloud and Community Cloud. The ideal candidate has experience with lead, sales and customer support/service processes or the ability to quickly and thoroughly come up to speed on these business and relevant system processes. The business analyst must balance strong written and verbal communication skills with system expertise and best practices.

As a key member of the Kronos’ CRM and Customer Support Service Teams, the Business Systems Analyst will have the following responsibilities:

• Responding to and resolving incidents (errors/issues) that are submitted by business end-users in a timely manner
•Working on assigned change (system enhancement) requests
• Managing incidents and change requests from the request and requirements stage through build, test and deployment
• Providing timely communication to end users throughout the incident and change request management process
• Eliciting requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis and task and workflow analysis
• Accurately translating business requirements into system functionality requirements
•Creating business requirement documents, user stories, functional specifications and system design specifications
• Implementing out of the box features and functions
• Define and execute functional, regression, unit and user acceptance testing
• Ensuring adherence to Kronos’ incident and change request processes


•B.E/B. Tech/MCA
• 1-3 years of work experience
•1-3 years of experience in business systems analysis
• 1-3 years of experience including Sales cloud, service cloud and community cloud
• Understanding of Salesforce capabilities, best practices and limitations and the ability to clearly communicate those to key stakeholders
• Strong organizational and analytical skills with attention to detail
•Articulate with excellent written and verbal communication skills
• Excellent problem-solving, analytical and investigative skills
• Ability to accept and manage changing priorities and address issues quickly and professionally
• Highest standards of accuracy and precision; highly organized.
• Ability to think creatively, highly-driven and self-motivated
• Demonstrated ability to roll-up sleeves and work with team members in a hands-on capacity
• Salesforce Certified Administrator certification is a plus
• Experience with ServiceNow or a similar ITSM tool is a plus


Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos 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. 

View the Pay Transparency Nondiscrimination Provision

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 or please call 1 (978) 250 9800.