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Analyst, Technical Support Expert, HCM

2 months ago

Maitland, United States National Guard Employment Network Full time
Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for?

Description & Qualifications
Description

Job Summary
UKG seeks a highly motivated, detail-oriented, and customer-focused professional to join the Global Support team to deliver world-class customer experiences for our Human Capital Management (HCM) and Workforce Management (WFM) solutions.
As a valued member of our expert Shared Services team, you'll deliver prompt responses, conduct thorough analyses, and provide timely resolutions for product-related issues. Your exceptional communication skills and expertise in HRIS system analysis, integrations, and system performance will be pivotal to your success in this role. In this role you will have the opportunity to enhance UKG's standing as a global leader in HCM and Workforce Management solutions. Candidates must be available to work onsite at a UKG office location for a minimum of three days per week.
Join our team and make a lasting impact as you drive excellence in our customer support, leveraging your expertise and dedication to ensure seamless product experiences.

Duties and Responsibilities
• Drive world-class customer experience by prioritizing customer satisfaction by putting their needs at the forefront of all interactions
• Deliver exceptional support by adhering to established processes and best practices to achieve key performance indicators (KPIs) and service level agreements (SLAs)
• Develop in-depth UKG product knowledge and expertise, including a deep understanding of functionality and architecture
• Efficiently troubleshoot and resolve issues by researching, and identifying the root cause using solid problem-solving skills
• Keep internal and external customers informed about issue resolution progress with clear action plans and timelines via phone, email, and document in UKG's case tracking system
• Utilize internal tools to replicate customer configurations and scenarios to advance cases
• Log product deficiencies and work with Engineering to achieve resolution
• Practice knowledge-centered service by contributing to knowledge base articles
• Maintain effective communication with management for issues escalation and resolution
• Participation in an on-call rotation is required to provide occasional after-hours support
• Adapt to additional duties and responsibilities as needed

Additional Qualifications/Responsibilities

Qualifications

Basic Qualifications
• 5+ years of experience as a practitioner supporting or troubleshooting processes and systems for Human Capital Management (Human Resources, Benefits, Payroll) and Workforce Management
• Experience in supporting SaaS solutions
• Working knowledge of operating systems and web technologies and a demonstrated ability to troubleshoot complex technical problems
• Excellent analytical and problem-solving skills
• Strong knowledge of SQL scripting and database experience with MS SQL

Preferred Qualifications
• Knowledge of Dell Boomi and API integration technologies
• Knowledge of mobile technologies
• Knowledge of performance monitoring and analytics tools such as Datadog, Kibana and Splunk
• Previous experience as HRIS point of contact for various HCM business systems
• Payroll & HR industry certifications (e.g., FPC, CPP, PHR, SPHR)
• Experience working with issue-tracking systems such as Salesforce and Jira