What are the responsibilities and job description for the Kronos/UKG Workforce Management Support Specialist position at TechProjects?
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Job Summary:
We are seeking a highly skilled and motivated Kronos Workforce Management (WFM) Support Specialist to join our global support team. This is a Onsite role focused on Level 2 and Level 3 support, requiring deep expertise in Kronos WFM (UKG), strong troubleshooting skills, and excellent communication to resolve issues, collaborate with stakeholders, and ensure uninterrupted workforce operations.
Key Responsibilities:
- Provide L2/L3 support for Kronos WFM suite (Timekeeping, Scheduling, Accruals, Absence Management, etc.).
- Troubleshoot complex system issues, escalating to vendors or engineering as needed.
- Manage and resolve service tickets, perform root cause analysis, and document resolutions.
- Support Kronos integrations with other systems (e.g., HRIS, Payroll, ERP).
- Handle configuration changes, system patches, and upgrades.
- Work closely with HR, Payroll, and IT teams to understand business needs and deliver timely solutions.
- Perform regular health checks, system audits, and ensure data integrity.
- Participate in system enhancements, testing, and UAT support.
- Create and maintain clear support documentation and knowledge base articles.
- Deliver prompt, courteous, and effective communication to users and business stakeholders.
Required Skills & Qualifications:
- 7 to 10 years of experience supporting Kronos/UKG Workforce Management systems.
- Strong hands-on experience in Timekeeping, Scheduling, Accruals, Workforce Integration Manager (WIM).
- Proven expertise in troubleshooting, root cause analysis, and resolving escalated technical issues.
- Familiarity with Kronos application architecture, job scheduler, and logs.
- Experience with interface monitoring, data flow, and integration troubleshooting.
- Solid understanding of business processes in HR and Payroll.
- Excellent communication skills – both written and verbal – to work effectively across remote teams.
- Comfortable working in a fast-paced, high-availability support environment.
- Ability to work independently with minimal supervision in a fully remote setting.
Preferred Qualifications:
- Experience with UKG Dimensions or transition/migration projects from Kronos WFC.
- Knowledge of SQL, API integrations, or reporting tools (e.g., Cognos, Power BI).
- ITIL certification or experience working in ITSM frameworks.