Senior Solution Consultant

Job description

Exp. Range: 4 to 6 Yrs Role Overview We are seeking a proactive and detail-oriented support professional to join our Global Time Team. In this role, you will provide critical initial support for **UKG Pro Workforce Management (WFM)**, handling day-to-day operations, troubleshooting foundational issues, and assisting end users globally with timekeeping, scheduling, and workforce management processes. Additionally, this position offers an excellent growth path: over the first 4 to 6 months, you will be cross-trained in **SAP EC Time** to prepare you to support our expanding new time solution stack. Key Responsibilities - **Level 1 Support:** Act as the first point of contact to provide Level 1 support for UKG Pro WFM incidents, system navigation, and user requests. - **Ticket & SLA Management:** Actively monitor, track, and resolve support tickets within established Service Level Agreements (SLAs). - **User Assistance:** Help end users navigate the system and resolve queries related to timekeeping, scheduling, and workforce management processes. - **Escalation Management:** Diagnose and troubleshoot issues, escalating highly complex problems to the core development teams when necessary. - **Documentation:** Maintain clear, up-to-date support documentation and strictly adhere to standard operating procedures. - **Cross-Functional Upskilling:** Actively learn and adapt to SAP EC Time within 4 to 6 months to transition into supporting our next-generation time solution stack. Required Skills & Qualifications - **Core Systems:** Direct hands-on experience working with **UKG Pro WFM** or **Kronos**. - **Data & Querying:** Foundational knowledge or working experience with **Databricks** and **SQL**. - **Domain Expertise:** Prior exposure to HR Information Systems (HRIS) or specialized time & attendance solutions. - **Soft Skills:** Strong analytical problem-solving capabilities paired with excellent verbal and written communication skills. - **Mindset:** A strong willingness to continuously learn new technologies and thrive in a collaborative, global support environment. **Roles and Responsibilities** Exp. Range: 4 to 6 Yrs Role Overview We are seeking a proactive and detail-oriented support professional to join our Global Time Team. In this role, you will provide critical initial support for UKG Pro Workforce Management (WFM), handling day-to-day operations, troubleshooting foundational issues, and assisting end users globally with timekeeping, scheduling, and workforce management processes. Additionally, this position offers an excellent growth path: over the first 4 to 6 months, you will be cross-trained in SAP EC Time to prepare you to support our expanding new time solution stack. Key Responsibilities Level 1 Support: Act as the first point of contact to provide Level 1 support for UKG Pro WFM incidents, system navigation, and user requests. Ticket & SLA Management: Actively monitor, track, and resolve support tickets within established Service Level Agreements (SLAs). User Assistance: Help end users navigate the system and resolve queries related to timekeeping, scheduling, and workforce management processes. Escalation Management: Diagnose and troubleshoot issues, escalating highly complex problems to the core development teams when necessary. Documentation: Maintain clear, up-to-date support documentation and strictly adhere to standard operating procedures. Cross-Functional Upskilling: Actively learn and adapt to SAP EC Time within 4 to 6 months to transition into supporting our next-generation time solution stack. Required Skills & Qualifications Core Systems: Direct hands-on experience working with UKG Pro WFM or Kronos. Data & Querying: Foundational knowledge or working experience with Databricks and SQL. Domain Expertise: Prior exposure to HR Information Systems (HRIS) or specialized time & attendance solutions. Soft Skills: Strong analytical problem-solving capabilities paired with excellent verbal and written communication skills. Mindset: A strong willingness to continuously learn new technologies and thrive in a collaborative, global support environment.