Job Description

Job Title

UKG Support AnalystAbout this Role

The UKG Support Analyst will be responsible for providing tier 2 support to end-users of the UKG Pro Workforce Management (WFM) application. Success in this role requires a solid understanding of workforce management as well as payroll and timekeeping principles, coupled with expertise in the UKG Pro WFM application. The ability to efficiently troubleshoot issues and collaborate with team members is essential.

Role Purpose:

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.

About You:

• 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.
  

Why join Cushman & Wakefield?
As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;  Being part of a growing global company;  Career development and a promote from within culture;  An organisation committed to Diversity and Inclusion We're committed to providing work-life balance for our people in an inclusive, rewarding environment. We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.

We have a vision of the future, where people simply belong.
That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, sex, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status. As part of our ongoing commitment to RAP, Aboriginal or Torres Strait Island Islanders are highly encouraged to join us! (For AUS only) We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us

INCO: “Cushman & Wakefield”