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Lead IT Service Operations Specialist

General Information

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Job Type:

Regular-Full Time


Weston - Florida - United States

Description & Qualifications


As a Lead IT Service Operations Specialist at UKG, you will have the opportunity to provide your oversight and leadership of ITSM processes for UKG’s Cloud & Product Applications. The primary focus areas of this role are on Incident and Problem Management disciplines, along with Change Management support. The Lead IT Service Operations Specialist (or Lead Problem Manager) is responsible for issue triage, impact analysis and administration of proactively identifying recurring issues across all product and technology offerings. The primary objectives include gathering root cause technical details and analysis, preventing incidents from reoccurring, and minimizing events that cannot prevented. The Lead Problem Manager must be capable of analyzing complex and often conflicting information, determining a course of action and securing commitment from internal teams to deliver improvements. The ideal candidate must possess the ability to uncover continuous improvements opportunities including but not limited to, process, testing, alerts or monitoring and product code changes. Additionally, this role is more strategic with driving change management and requires a broader knowledge of product and cloud/infrastructure technologies.

• Scope of work is focused on complex issues with various cross-cutting root cause factors that require judgment with identifying prevention opportunities or other recommendations as warranted
• Lead Incident & Problem Management processes including post incident reviews, major problem reviews and executive level trend and risk analysis for self or team as the subject matter expert across various products or technology offerings
• Lead problem review sessions and coordinates major problem resolutions to root cause, ensuring all incidents are logged and relevant parties involved
• Provide technical analysis of major incidents to uncover underlying problems in UKG Cloud environments and ensures accurate root cause and trend analysis are determined
• Analyze incident details and various underlying issues to determine performance of systems or processes, true business impact, problem owner, prevention goals and priority
• Maintain problem database with known issues through standard case management practices while ensuring all new incidents with associated impact is reflected accurately in prior occurrences when applicable
• Liaise closely with development or cloud/infrastructure teams to prioritize and secure commitment for resolving related prevention goals
• Proactively identify opportunities and executes strategic initiatives that are preemptive in reducing the company’s cost to serve
• May lead/mentor other IT Service Operations Specialists to assist in their development or performance growth
• Provides regular contribution into knowledge sharing initiatives through cross functional partnerships


• 5+ years prior experience working within Service Delivery and Operation Management frameworks
• Possesses knowledge of application, technology, networking, and SaaS infrastructure operations
• Strong analytical skills with transforming data into insightful and actionable requests
• Proven ability to work well cross-functionally at various levels up through executives, as well as influence, manage without direct authority and align communications strategies and outcomes accordingly
• Ability to clearly articulate technical and functional information to various audiences, both verbally and written
• Proven ability to present and conduct big picture reviews to senior leadership without management involvement
• Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods
• High sense of urgency with the ability to multitask in a fast-paced environment
• Strong organizational skills and ability to reprioritize based on business need
• Team player that proactively takes the lead on objectives while helping others with common goals

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.