The NOAM Workforce Management System Support Specialist partners with the WFM Senior System Administrator to configure and maintain the UKG Pro WFM solution, guaranteeing its seamless operation and peak performance. The incumbent will serve as key support in building system configurations, efficiently executing test plans, and swiftly troubleshooting system issues. The incumbent will participate in collaboration across technical teams to ensure the UKG Pro WFM solution is running efficiently with minimal downtime. The incumbent will work with senior team members to assist with configuration, set up, and updating of the solution, ensuring that data is entered into established tables, fields, and system databases with a high level of accuracy. They will work under the direction of their manager or more experienced team members to develop basic queries and reports utilizing query and flexible reporting tools. They will help draft suggestions to management concerning changes in applications development, maintenance and system standards to optimize performance and mitigate potential risk. They will help with setting up user access and will attend meetings with cross-functional teams and client stakeholders to provide necessary support for the enterprise-wide applications.
Because this role involves access to confidential financial information, the Company has determined that a review of criminal history is necessary to protect the business and its operations and reputation and to provide similar protections for its clients and potential investments.
CORE RESPONSIBILITIES AND TASKS
- Collaborate with WFM Senior System Administrator to provide basic support for UKG Pro WFM solution by analyzing user stories, developing system design and creating system process improvements. Support team in configuration, setup, and updating of applications.
- Gather helpful sources of data for internal department planning and activities and identify business impacts needed for configuration, assist in building and producing reports that facilitate business management and staff decisions.
- Configure UKG Pro WFM system settings, features, and functionality in accordance with acceptance criteria and definitions of done. Organize requirements in support of loading data into established tables, fields, and system databases.
- Support WFM Senior Systems Admin in timely resolution of all support tickets, troubleshooting UKG Pro system issues, resolving inquiries effectively, and setting up user access.
- Partner with all Workforce Management teams to pinpoint opportunities for system optimization and streamline processes. Research and provide suggestions for changes in applications development, maintenance, and system standards.
- Execute test programs to ensure system functionality and best practices.
- Learn and follow governance standards and processes for data input, structures, and storage mechanisms. Monitor system performance, conduct routine audits, and uphold data integrity and compliance with relevant regulations within the UKG Pro WFM system.
- Participate in conversations with cross-functional technical teams within the organization, to help ensure the integration and interoperability of enterprise-wide systems. Assist with coordination between the Enterprise-wide Applications team, client stakeholders and external vendors to understand the requirements and provide necessary support for enterprise-wide applications.
- Stay apprised of product updates in the UKG suite and industry trends for retail and manufacturing.
POSITION REQUIREMENTS
FORMAL EDUCATION:
Required:
- Bachelor's degree in Computer Science or Information Technology, or in lieu of a degree, at least 2 years of experience enterprise-wide software support (work experience or a combination of education and work experience in the field of enterprise-wide software support)
Preferred:
- Certifications include ITIL, Microsoft, and/or Oracle
- Project management certification or designation
SKILLS & EXPERIENCE:
Required:
- 0-2 years of experience in enterprise-wide software support with basic knowledge of software development methodologies
- Basic knowledge of enterprise-wide applications and software platforms
- Familiarity with software-as-a-service (SaaS) and enterprise-wide systems
- Understanding of security designs and principles to technology-based business solutions
- Basic knowledge of database management and maintenance
- Ability to develop basic queries using query and reporting tools
- Understanding of data management best practices and quality control processes
- Proficient analytical and problem-solving skills
- Good communication and interpersonal skills and ability to collaborate with cross-functional teams and external vendors
Preferred:
- Experience administering UKG Pro Workforce Management systems and payroll systems.
- UKG Pro WFM pay policy configurations and scheduling configuration.
- Certifications in UKG systems administration (e.g., Ultimate Certified Professional) are advantageous.
- Payroll and Time & Attendance implementation experience
- Agile project management experience.
- Knowledge of software development lifecycle and project management.
- Exceptional attention to detail and ability to quickly identify issues.
- Acute business acumen and understanding of organizational issues and challenges.
- Ability to quickly pick up new tools and technologies.
- Ability to work independently and in a team environment.
- Ability to manage priorities in a fast-paced work environment.
- Ability to effectively move forward on tasks even with ambiguous or changing requirements.
TECHNICAL/SKILL REQUIREMENTS:
Required:
- System Configuration
- Software Development Lifecyle (SDLC) Methodology
- Cloud Technologies & Platforms
- Data Analysis
- Data Modeling
- Data Warehousing & ETL Processes
- Reporting Tools
- Systems Security & Access Control
Preferred:
- Microsoft Office products Word, Excel, and PowerPoint, Project
- Experience in configuring and troubleshooting various UKG system components and modules, including UKG Pro Workforce Management, Timekeeping, Forecasting, Advanced Scheduling, Absence, and Analytics
- Aptitude with Payroll and HCM systems with strong understand of end-to-end data flow and process impact.
- Aptitude with Jira Agile platforms and other project management tools.
Travel: 20%