UKG Pro WFM Support Lead - Project Delivery Specialist
- Lead Tier 2/3 support for UKG Pro WFM modules (time, attendance, scheduling, accruals/leave, device/time clocks as applicable).
- Own ticket triage and prioritization, root cause analysis, and escalation paths; ensure SLA adherence and clear stakeholder communications.
- Manage production incidents and major incident response, including recovery steps, workarounds, and post-incident reviews.
- Drive problem management: trend analysis, defect backlog, recurring issue elimination, and knowledge base maturity.
- Oversee configuration governance (pay rules, work rules, shift rules, accrual profiles, rounding, exceptions, approvals).
- Coordinate release and patch management: evaluate UKG updates, regression testing, and deployment readiness.
- Partner with Payroll/HR to validate time-to-pay outcomes; support pay period close and reconciliation activities.
- Monitor and support integrations (e.g., HRIS, payroll, identity management, ERP) including file feeds, APIs, middleware, and error handling.
- Manage security and access: roles, permissions, audit trails, SoD (segregation of duties) alignment where required.
- Lead user enablement: super-user network, training, job aids, and communications for process changes.
- Maintain operational artifacts: runbooks, support playbooks, monitoring dashboards, SOPs, and controls evidence.
- Coordinate with UKG/vendor support; manage cases to resolution and track product defects/enhancements.
- Communicate regularly with Engagement Managers (Directors), project team members, and representatives from various functional and / or technical teams, including escalating any matters that require additional attention and consideration from engagement management
- Independently and collaboratively lead client engagement workstreams focused on improvement, optimization, and transformation of processes including implementing leading practice workflows, addressing deficits in quality, and driving operational outcomes
- 5+yrs experience supporting UKG Pro WFM in a production environment, including troubleshooting configuration and data issues.
- Experience leading support operations: ITIL-aligned incident/problem/change practices.
- Hands-on understanding of workforce management processes: time capture, exceptions, scheduling, leave/accruals, approvals, pay period close.
- Strong stakeholder management with HR, Payroll, Operations, and IT.
- Ability to translate business rules (labor policies, contracts, overtime) into system configuration and support outcomes.
- Limited immigration sponsorship may be available
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
- Hybrid Role - 2 days on-site
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