Workforce Management Senior Specialist

About the position

JOB PURPOSE
Analyse, design, configure, implement, and integrate UKG Workforce Management (WFM) solutions for customers. Conduct training for WFM customers on implemented solutions and provide post-go-live support. Support the sales team with new business opportunities and product demonstrations. Provide mentorship and technical guidance to junior and mid-level WFM consultants.
KEY RESPONSIBILITIES

• Design & Plan WFM Systems for Clients

• Understand and configure the UKG WFM blueprint according to customer requirements
• Design new business and system processes aligned to customer needs
• Define and guide customers on best-practice business processes and legislative compliance
• Create detailed Technical and Functional Design documents
• Configure customer-specific rules and policies within the UKG platform
• Facilitate blueprint population with mid-market clients
• Solution-craft complex requirements and document advanced custom reporting needs
• Engage with IT teams regarding security, access, and infrastructure requirements

• Integrate UKG WFM with Customer Systems

• Identify integration points (payroll, HR, master data) from the approved blueprint
• Support Integration Team in discussions with customer and third-party vendors to facilitate effective integrations
• Support Integration Team with insights for effective build, and testing of interfaces; support end-to-end integration validation

• Implement UKG WFM Solutions

• Configure the UKG system in accordance with the agreed blueprint
• Facilitate and support User Acceptance Testing (UAT) with clients
• Manage go-live deployment, cutover activities, and hypercare support

• Conduct Training & Knowledge Transfer

• Develop training materials, guides, and slide decks for end users and super users
• Facilitate end-user and super-user training sessions on-site and/or virtually
• Support users through their first payroll cycles, resolving post-go-live issues
• Maintain up-to-date product knowledge via the UKG Learning & Community portal
• Hold internal knowledge-sharing sessions to upskill junior consultants

• Project Closure & Handover

• Participate in project post-mortem and lessons-learned sessions
• Collaborate with the Project Manager to ensure successful project closure and support handover

• Provide After-Sales & Managed Support

• Deliver end-to-end system support to clients (on-site and remote)
• Respond to assigned service requests promptly and within agreed SLAs
• Utilise the UKG Community and global support systems to log and resolve complex issues
• Provide Help Desk support and assist colleagues with complex technical problems
• Identify upsell and cross-sell opportunities with existing clients on advanced UKG modules
• Provide root-cause analysis (RCA) reports upon customer request

CORE RESPONSIBILITIES

• Continuously learn and stay current on the UKG product suite:

• Review the UKG Community portal and release notes regularly to stay current with product updates
• Leverage the UKG online knowledge base and documentation library as primary technical references
• Participate in UKG Community forums, user groups, and virtual training/webinars
• Stay abreast of new UKG Pro WFM features, including AI-driven scheduling, forecasting, and analytics capabilities
• Demonstrate solid interpersonal skills when interfacing with colleagues and customers
• Collaborate with clients to identify follow-on engagement opportunities
• Provide active mentorship to junior consultants
• Participate in testing new UKG product features and share insights with the broader team

COMMUNICATIONS & WORKING RELATIONSHIPS
InternalReasons for Interaction

• Product Owner
• National Operations Manager
• UKG Consultants (all levels)
• Pre-Sales Consultants
• Technical Consultants
• Project Managers
• Product/Solution Architects

• Primary reporting line
• Secondary reporting line
• Teamwork and peer collaboration
• Pre-sales support
• Dual customer delivery
• Ongoing project delivery
• Solution design alignment

ExternalReasons for Interaction

• WFM Customers

• UKG Global Support
• UKG Customer Success Managers
• Third-party integration vendors

• Customer service and solution delivery, Training delivery, Post-sales and managed support
• Support for complex issues
• Escalation and resolution of complex issues
• Integration coordination

QUALIFICATIONS, EXPERIENCE & SKILLS

• Educational Qualifications

• Essential:

• Matric / Grade 12
• Tertiary IT qualification (Diploma / Degree)
• HR or Business qualification (Diploma / Degree)

• Advantageous:

• Microsoft certifications
• Experience with cloud-based platforms and SaaS deployments

• Experience

• 5 years' experience in WFM system implementation, or support (UKG/Kronos strongly preferred)
• Experience with UKG Pro WFM (formerly Workforce Dimensions) and/or UKG Workforce Central
• Proficiency in MS Office Suite and productivity tools (Teams, SharePoint, etc.)
• Experience with time and labour management, scheduling, and absence management solutions
• Preparing functional and technical solution design documents and configuring solutions per customer requirements
• Prior experience supporting functional testing, integration testing, and UAT
• Prior experience working in Projects, supporting project teams, managing timelines and solution delivery commitments

• Skills

• Essential:

• UKG Pro WFM (Dimensions) or UKG Workforce Central configuration and implementation
• Knowledge of cloud computing, SaaS platforms, and mobile technology
• Excellent customer relations and stakeholder management skills
• Strong presentation and facilitation skills
• Effective written and verbal communication skills
• Ability to manage multiple concurrent tasks and projects
• Time management and self-organisation
• Windows Server and web-based application environments

• Advantageous:

• UKG Workforce Analytics / Business Intelligence reporting
• Knowledge of Time & Attendance, Leave Management, and Advanced Scheduling modules
• Ability to identify and clearly communicate software defects and solutions

• Other Requirements

• Willingness to travel locally and, where required, internationally to customer sites
• Must have own vehicle and a valid driver's licence

BEHAVIOURAL COMPETENCIES

• Communication Skills: Clearly conveys information and ideas through various media to individuals or groups in a manner that engages the audience and facilitates understanding
• Customer Focus: Makes customers and their needs a primary focus; develops and sustains productive, long-term customer relationships
• Continuous Learning: Actively identifies new learning areas; regularly creates and takes advantage of learning opportunities; applies new knowledge and skills on the job
• Contributing to Team Success: Actively participates as a collaborative team member, moving the team toward the achievement of shared goals
• Formal Presentation: Presents ideas effectively to individuals or groups; delivers presentations suited to audience characteristics and needs
• Managing Work (Time Management): Effectively manages own time and resources to ensure work is completed efficiently and to a high standard
• Compliance & Governance: Adheres to internal policies, procedures, and regulatory requirements; consistently meets deadlines and quality standards
• Adaptability: Adjusts effectively to changing priorities, environments, and UKG product updates; embraces new technologies and ways of working

Desired Skills:

• UKG Pro WFM (Dimensions)
• UKG Workforce
• cloud computing
• SaaS platforms
• mobile technology