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Manager, Integration Team HRSD (PeopleDoc)

General Information

Ref #:

20220027485

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

USA - USA - Remote

Description & Qualifications

Description

The Manager, Integration Post-Live Consulting will be responsible for managing a team of Technical Support Engineers in PeopleDoc/HRSD. Technical Support is a Level 2 team that acts as a technical SME for the more functional teams. They process tickets from a queue-based system which can range from advanced technical troubleshooting of escalated tickets, to processing service tasks in support of on-boarding new clients and maintaining system uptime.


The Manager, Integration Post-Live Consulting will ensure his/her team is well equipped and trained to deliver exceptional service to internal customers, exhibits strong product knowledge, displays critical thinking through complex problems, and dreams up creative solutions to new challenges.



Job Responsibilities

Manage a team of Technical Support Engineers who support the HRSD Services organization

Act as an escalation point for complex queries

Carefully monitor our platform availability SLAs and own our support coverage process

Lead weekly 1:1s to access team member performance, provide regular feedback, and assist in their career development

Facilitate regular team meetings to ensure goals are met and the team is aligned

Collaborate closely with the management of various cross-functional teams (Product Management, Implementation, Customer Care, Customer Success, R&D, Marketing and Sales)

Determine team initiatives to boost performance and meet SLAs

Onboard new Technical Support Engineers quickly and efficiently

Supervise and monitor HRSD infrastructure ensuring 99.5% availability rate each month

Develop and document internal SLAs to meet contractual customer SLAs

Draft detailed descriptions of reported or identified bugs and/or defects

Qualifications

2+ People Management experience preferred

4+ years Project Management in an IT software environment

Expertise on HRSD products would be an advantage

Strong technical skills for understanding HRSD solutions (solution architecture, database and security, SaaS solutions)

Flexibility, versatility, and responsiveness with the ability to prioritize competing tasks

Knowledge of monitoring tools like Data Dog, Pingdom as well as in-house developed tools to ensure the platforms are up and running preferred

Demonstrate solid understanding of SaaS environments and appreciation of Uptime and Service Level Agreements (SLA) in a tech and/or internet-based environment 

Adept at dealing with sensitive data and proficient in providing and maintaining high client service standards 

Display exceptional organizational skills and have a high-risk consideration of implications of any changes made on the systems 

Explain and work with non-technical co-workers on highly technical issues

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 www.ukg.com/careers

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.


Colorado Pay Law

If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.  Please send an email to UKGcareers@ukg.com 

Disability Accommodation

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

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