Job Title
UKG Support AnalystJob Description Summary
Job Description SummaryThe UKG Support Analyst will be responsible for providing tier 2 support to end-users of the UKG Pro Workforce Management (WFM) application. Success in this role requires a solid understanding of workforce management as well as payroll and timekeeping principles, coupled with expertise in the UKG Pro WFM application. The ability to efficiently troubleshoot issues and collaborate with team members is essential.
Role Purpose:
The UKG Support Analyst will ensure all reported issues within the UKG Pro WFM application are efficiently tracked, investigated, and resolved in a timely manner. This role will require regular interaction with end users requesting support and collaboration with super users, TDS (IT), and Client Services resources to maintain a stable environment. The Support Analyst also functions as a key support resource for processes impacting timekeeping, scheduling, and payroll.
Job Description
Job Description:
- Serves as a subject matter expert of the core functionality and support modules of the UKG Pro WFM application.
- Assists end-users in troubleshooting and resolution of reported issues and configuration requests.
- Quickly and efficiently provides quality support customer service by resolving assigned tickets within the defined Service Level Agreements (SLAs).
- Performs remote troubleshooting using diagnostic techniques and communicates resolutions to the end user within the service level agreement.
- Documents all findings and resolutions for each reported issue within the designated tracking system.
- Escalates complex issues to senior support staff as needed for resolution.
- Understands client culture to provide effective solutions.
- Participates in knowledge transfer sessions and ongoing training to continuously enhance knowledge and skills.
- Reports directly to the UKG Support Supervisor, performing additional tasks and providing support for special projects as assigned.
- Able to align themselves with the US East Coast work hours (4pm-3am IST)
Required Skills & Qualifications:
- Minimum of 1-year experience in roles such as consultant, helpdesk, or other related customer support positions.
- Demonstrated ability to troubleshoot and resolve simple configuration problems.
- Aptitude for learning the functional knowledge of WFM applications and industry best practices.
- Effective communication skills with the ability to simplify application concepts for a business audience.
- Strong written communication skills
- Ability to work in a fast-paced environment.
- Customer-oriented focus with the ability to work independently, while also collaborating with the team to ensure expected availability levels.
Preferred Skills & Qualifications:
- Minimum of 1 year of experience in UKG Workforce Management system configuration, development, and support.
- Experience in a help desk environment, with proficiency in ticket prioritization and resolution.
- Proficiency in MS Excel and capability of handling large data sets.
- Certification in a WFM application training program.
C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.
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