at Deloitte
Big FourPosted 3 months ago
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Lead Tier 2/3 support for UKG Pro WFM modules (time, attendance, scheduling, accruals/leave, device/time clocks) in a production environment. Own ticket triage, prioritization, root cause analysis, and escalation paths; ensure SLA adherence and clear stakeholder communications, and manage production incidents and major incident response with recovery steps and post-incident reviews. Drive problem management including trend analysis, defect backlog, recurring issue elimination, and knowledge base maturity; oversee configuration governance (pay rules, work rules, shift rules, accrual profiles) and coordinate release and patch management. Partner with Payroll/HR to validate time-to-pay outcomes; monitor and support integrations (HRIS, payroll, identity management, ERP), manage security and access, lead user enablement, and maintain runbooks and other artifacts; communicate regularly with Engagement Managers and project teams to drive improvements and transformations.
- Compensation
- Not specified USD
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- Country
- United States
Currency: $ (USD)
Full Job Description
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UKG Pro WFM Support Lead Project Delivery Specialist
Cincinnati, Ohio, United States
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Position Summary
UKG Pro WFM Support lead Project Delivery Specialist - Customer
Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced UKG Pro WFM Support lead, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.
Work youll do/Responsibilities
- 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
The Team
Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.
Our Digital Foundry & Operations works with the Customer group to bring a flexible capability and fluid capacity model to the delivery of small technology projects and enhancements.
Qualifications
Required
- 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
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
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