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Senior Business Analyst

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

2019003452
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Description

This position will entail having the Business Analyst work with Global Support Operations and IT to capture and analyze data to provide insight to Management on how we can improve process internally and externally for a seamless customer experience.
Responsibilities include:
• Querying repositories including Salesforce, Search Unify, EDW using toolsets that allow for extraction and modeling of data to assist the business in streamlining process and workstreams
• Conduct analysis of data and provide insight to understand current business process utilizing data modeling techniques
o This will involve work with Subject Matter Experts (SME) and or Business Leads to gather specific business needs and gaps in which data extraction and analysis is necessary
• Create models and present both written and graphical analysis to stakeholders and management
• Identify trends in data to paint a picture of how internal and external users interact with systems
• Meet with operations analysts and business owners to present the data model and provide insights on current structure and where there can be changes to streamline process/actions based on analytical analysis
• Work and consult with management and operations analysts to provide guidance on how to better understand data elements that are not currently or fully utilized to gain deeper insight into trending and overall business structure improvement
• Assist the eServices team in Knowledge Management (KM) tasks as needed, taking guidance from the members of the team. Model KCS usage and provide insights on how to better the collection of metrics by means of API, Reporting tools and modeling techniques
• Contribute to FAQs or Knowledge Base as necessary

Qualifications

• BS/BA degree in Computer Science or related discipline or equivalent experience and a minimum of 8 years related work experience
• This Position requires a strong aptitude for Data Modeling and extraction using API’s, SQL, SOQL and other standardized means
• Excellent written and verbal communication skills are required. Experience with Salesforce a plus
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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 proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.