Kronos (UKG) Support Analyst

Kronos (UKG) Support Analyst

Job Summary

The Kronos (UKG) Support Analyst is responsible for providing functional and technical support for the UKG Workforce Management platform. This role ensures the smooth operation of workforce management processes, including Time & Attendance, Scheduling, and Absence Management, while delivering timely resolution of incidents, service requests, and system-related issues.

Key Responsibilities

• Provide Level 2 and Level 3 support for Kronos/UKG Workforce Management applications.
• Analyze, troubleshoot, and resolve incidents related to Time & Attendance, Scheduling, Workforce Management, and Absence Management modules.
• Manage support tickets through ITSM tools while adhering to established SLAs.
• Configure and maintain attendance rules, pay codes, schedules, labor structures, and employee profiles.
• Investigate and resolve discrepancies related to employee time records, overtime, absences, and scheduling.
• Collaborate with HR, Payroll, Operations, and IT teams to ensure effective issue resolution.
• Perform functional testing during system upgrades, patches, enhancements, and releases.
• Create and maintain technical and functional documentation, knowledge articles, and user guides.
• Support implementation projects, system enhancements, and continuous improvement initiatives.
• Monitor and troubleshoot interfaces and integrations with payroll and other enterprise systems.
• Identify opportunities for process optimization and automation.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Human Resources Information Systems, or a related field.
• 3+ years of experience supporting Kronos or UKG Workforce Management solutions.
• Strong knowledge of:
• UKG Workforce Central
• UKG Dimensions / UKG Pro Workforce Management
• Time & Attendance
• Workforce Scheduling
• Absence Management
• Experience with incident management and production support environments.
• Knowledge of workforce management and payroll-related business processes.
• Experience working within ITIL-based support models.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Experience with UKG cloud-based solutions.
• Knowledge of system integrations, APIs, and web services.
• SQL skills for troubleshooting, reporting, and data validation.
• Experience with reporting and analytics tools such as Power BI.
• UKG/Kronos certifications are highly desirable.

Technical Skills

• UKG Workforce Central
• UKG Dimensions
• Kronos Workforce Management
• Timekeeping and Scheduling
• SQL
• ITIL
• Incident and Problem Management
• Payroll Integrations
• Data Validation and Reporting

Soft Skills

• Strong customer service orientation.
• Excellent communication and stakeholder management skills.
• Ability to work independently and collaboratively in a global environment.
• Strong organizational and prioritization abilities.
• Detail-oriented with a proactive mindset.
• Continuous improvement mindset.

Work Environment

• Hybrid or remote work model.
• Participation in on-call support rotations, as required.
• Collaboration with global teams across multiple time zones.

Only English profiles will be considered