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.
