Job Description

Job Summary

The Senior AMS Specialist is responsible for ensuring the stability, continuity, and operational excellence of Enterprise Managed Delivery (EMD) payroll services across multiple global payroll environments. This role provides critical support for payroll operations, manages UKG-GCP integrations, drives automation and process improvement initiatives, and ensures adherence to service-level agreements (SLAs). The position plays a vital role in minimizing operational and financial risks, maintaining customer satisfaction, and supporting long-term business growth through reliable and scalable servic

Key Responsibilities

Payroll Operations & Service Continuity

• Provide end-to-end support for EMD payroll operations across multiple countries, including Australia, Portugal, New Zealand, France, and Sweden, as well as the Grunda platform.
• Ensure uninterrupted payroll processing and service delivery through proactive issue management and operational support.
• Maintain high service availability and meet established SLA commitments.

Skill Requirements

UKG GCP & Integration Management

• Support, maintain, and enhance UKG-GCP integrations and related payroll interfaces.
• Troubleshoot and resolve complex integration and production issues.
• Collaborate with cross-functional teams to ensure seamless system functionality and performance.

Knowledge Management & Compliance

• Serve as a subject matter expert (SME) for EMD operations, UKG-GCP integrations, and country-specific payroll regulations.
• Maintain and enhance operational documentation, knowledge repositories, and support procedures.
• Ensure compliance with customer requirements and regulatory standards across supported geographies.

Risk Management & Service Excellence

• Identify and mitigate operational, financial, and service delivery risks.
• Minimize payroll errors, customer escalations, SLA breaches, and service disruptions through proactive monitoring and issue resolution.
• Support incident, problem, and change management processes.

Automation & Process Improvement

• Lead automation initiatives to reduce manual effort and improve operational efficiency.
• Identify opportunities for process optimization, standardization, and productivity improvement.
• Implement best practices that contribute to cost optimization and service excellence.

Customer & Stakeholder Management

• Build and maintain strong relationships with customers and internal stakeholders.
• Provide timely communication, issue updates, and resolution status to stakeholders.
• Support customer satisfaction and retention through consistent, high-quality service delivery.

Required Skills & Qualifications

• Strong experience in payroll application support and AMS operations.
• Expertise in UKG-GCP integrations and EMD support environments.
• Solid understanding of global payroll processes and country-specific payroll regulations.
• Experience in incident, problem, change, and service management.
• Strong analytical, troubleshooting, and root-cause analysis skills.
• Experience driving automation and continuous process improvement initiatives.
• Excellent stakeholder management, communication, and customer-facing skills.
• Ability to manage multiple priorities across global support environments.

Business Impact of the Role

• Ensures continuity of business-critical payroll operations across multiple global environments.
• Protects specialized organizational knowledge and technical expertise.
• Reduces financial and operational risks associated with payroll errors, service disruptions, and SLA breaches.
• Eliminates significant recruitment, onboarding, and productivity loss associated with replacement and ramp-up activities.
• Drives operational efficiency through automation and process optimization initiatives.
• Strengthens customer confidence through reliable service delivery and support excellence.
• Supports sustainable business growth by enabling scalable, high-quality AMS services across complex payroll ecosystems.

Other Requirements

GCP Integrations, UKG, WFM