JOB PURPOSE

KEY RESPONSIBILITIES

• System Design & Configuration

• Assist in configuring WFM systems under guidance of senior consultants.
• Support requirement gathering and documentation activities.
• Contribute to scoping of technical and functional design elements.
• Participate in blueprint population with clients.
• Configure customer rules within the system setup.

• System Integration

• Participate in integration requirements workshops and blueprint drafting.
• Support senior consultants in coordinating integration activities.

• Implementation

• Participate in user acceptance testing with clients.
• Assist in configuration updates and validations according to project guidelines.
• Support deployment activities and ensure smooth go-live.

• Training

• Develop training materials and slide decks.
• Conduct end-user training sessions with client staff.
• Provide post-go-live support, including payroll handholding and troubleshooting.
• Continuously improve training methods and product knowledge via UKG learning portals.

• Project Closure

• Contribute to project post-mortem meetings.
• Support project managers in ensuring successful project closure and handover.

• After-Sales Support

• Provide Help Desk support.
• Deliver end-to-end system support to clients (on-site and remote).
• Attend to assigned service calls promptly for optimum resolution.
• Use the UKG global support system to log and resolve product issues.
• Assist colleagues by documenting and escalating complex problems to senior consultants.
• Provide root cause analysis upon customer’s request.

• Continuous Learning & Product Knowledge

• Proactively learn about and understand the entire UKG Application product line.
• Review the UKG website weekly to enhance product knowledge and stay updated on new developments.
• Use the UKG online library as a source of technical information.
• Participate in product forums to ask questions and learn from other consultants and UKG representatives worldwide.
• Stay updated on UKG product changes, industry standards, and best practices.
• Attend virtual training sessions and webinars when available.

• Collaboration & Professional Development

• Demonstrate solid interpersonal skills to work effectively with co-workers and customers.
• Manage assigned tasks to completion with minimal direction.
• Collaborate with clients and colleagues to identify opportunities for improvement and growth.
• Actively seek mentorship from senior consultants and contribute to team knowledge-sharing.
• Support senior consultants in identifying opportunities for clients to adopt advanced modules.

• Product Testing & Innovation

• Get involved with testing new UKG products and features.
• Collaborate with other consultants to share experiences and feedback on product enhancements.

• Qualifications

• Diploma or Degree in Information Technology or equivalent (Essential).
• Microsoft certifications (Advantageous)
• Kronos/UKG certifications (Advantageous)

• Experience

• 1–2 years’ experience in systems, applications, or customer environments.
• PC application software experience (MS Office Suite).
• Professional communication skills via telephone and email.
• Exposure to enterprise software or WFM systems advantageous.
• Experience with requirement gathering, documentation, and solution design desirable.

• Skills

• Knowledge of mobile technology, cloud computing, and browsers.
• Strong presentation and communication skills.
• Excellent customer relations and interpersonal skills.
• Time management and organizational skills.
• Ability to multi-task and coordinate effectively.
• Windows server experience (advantageous).
• Exposure to UKG/Kronos configuration (advantageous).

• Travel and Transport requirements

• Must be available to travel locally and internationally when required.
• Must have own vehicle and valid driver’s license.

• Behavioural Competencies

• Communication Skills: Convey information clearly and effectively.
• Customer Focus: Prioritize customer needs and build strong relationships.
• Continuous Learning: Actively seek new knowledge and apply it on the job.
• Teamwork: Collaborate effectively to achieve shared goals.
• Presentation Skills: Deliver clear and tailored presentations.
• Time Management: Manage workload efficiently to meet deadlines.
• Compliance: Adhere to policies, procedures, and standards.

• National Operations Manager & Product Owner
• Other Kronos/UKG Consultants
• Pre-Sales Consultants
• Technical Consultants
• Project Managers

• Direct report
• Teamwork
• Collaboration
• Dual customer service
• On-going project delivery

• WFM customers
• Kronos/UKG Global Support
• Kronos/UKG Customer Success Manager

• Customer service & delivery
• Conduct training sessions
• Provide After-Sales Support
• Resolution of customer queries
• Provide feedback