GWFM (Global Workforce Management) Support team is responsible for providing Application Support to MNC Clients .This team owns client system functionality, implementation of leave policy changes, client change requests, implementation transitions, trouble shooting post go live issues and defining SOPs for recurring issues identified in respective functional areas.
As we move forward on a strong trajectory of business growth, we are expanding GWFM team and building a recent team of subject matter experts in time and attendance functional areas such as time off requests, leave policy changes, interfaces and accruals setup and also working on initiatives to improve efficiency of application support team, which have an equally positive impact on client and associate experience. This team will be primarily supporting AMS Clients and required to be available in US Shift hours.
Responsibilities:
- Own the Time (EeT & WFMgr) configuration for multiple MNC Service Clients
- Provide consulting services to client base, as required
- Provide technical support for post-live issue resolution within Service Level Agreement timeframes specifically investigation, solution identification, recommendation, configuration, unit testing and solution documentation
- Adhere to GWFM configuration standards and conventions
- Adhere to ADP procedures and policies
- Prepare functional/technical specifications and change control requests
- Ensure that customer needs are effectively addressed within the current offering, are communicated to Product team for technical enhancements as necessary.
- Assess Support Pack configuration, as requirements directed. Subsequent configuration and testing activities arising out of support pack application
- Liaise with Client Success Manager (CSM)
- Work with Client practitioners, CSM and GV Managed Service Associates & Leads to provide solution First Time Right
- Provide relevant knowledge sharing opportunities for associates within Technical Services and Operations
- Conduct cross functional training to managed service team on handing time and attendance queries
- Ensure up to date knowledge of the eTime and WFMgr application and associated services are maintained
- After hours support as agreed with Client / Team Leader / Manager
Competencies:
- 2+ years of Configuration and/or Integration knowledge in KRONOS Time and Attendance (UKG Workforce Central or UKG Workforce Dimensions)
- Should have played a client facing role for at least 2 years
- Knowledge on JavaScript & SQL is MUST
- Ability to prioritize tasks and demonstrate time management skills
- Ability to work collaboratively with associates to achieve team goals
- Ability to work systematically and logically to resolve problems, address opportunities or manage the situation at hand, identify causes, relationships and implications
- Ability to understand the upstream and downstream HR applications.