Sr. Community & Content Support Analyst

Posted Mar 3

Description & Qualifications

Description

The Community & Content Support Analyst will support our team of Senior Knowledge Engineers and Business analysts by triaging incoming requests from users and maintaining the processes and technology that helps empower the high performance of the team. Technologies supported include Heretto, a DITA-based Component Content Management System (CCMS); Ingeniux, a Headless Content Management System (CMS); Salesforce Experience (Community) Cloud; and Coveo Enterprise Search. Our team also uses ServiceNow and other channels for incoming support requests. A strong technical background is required.

Description:

  • Learn supported technologies via individual, hands-on study, team mentoring, and vendor training
  • Serves as the first point of contact for incidents and enhancement requests and acts as a technical resource for the team
  • Manage incidents with the team and UKG IT:
  • Provide support to users, responding to omnichannel inquiries
  • Manage enhancements with the team and UKG IT:
  • Manage requests for new functionality, and work with team members to provide recommendations based on feasibility and business impact to users and UKG
  • Actively participate in the resolution of day-to-day issues that arise, including problems with users, third parties and our team
  • Assist in managing the workload and ensuring coverage in the event of absences
  • Research and recommend improvements in operational processes

Qualifications

  • Bachelor's Degree in Computer Science or equivalent job experience
  • Experience in a technical support role
  • Strong communication, presentation, interpersonal, and analytical skills
  • Ability to work independently and manage multiple task assignments
  • Experience with any of the following strongly preferred:
  • Content Management Systems (CMS)
  • Salesforce
  • Enterprise Search Engines
  • ServiceNow
  • Analytics tools like Google Analytics, Cognos, PowerBI

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired?

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.