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Senior Solutions Support Specialist, HR Service Delivery

General Information

Ref #:

20220023843

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

USA - USA - Remote

Description & Qualifications

Description

The Integration Specialist will be an integral part of our customers' journey from before they purchase our product, all the way through to our Post Go-Live services. As part of the US Operations team, and the overall Global Customer Services Team, your daily functions include acting as a technical SME for the more functional teams, as well as processing tickets from a queue-based system which can range from advanced technical troubleshooting of escalated tickets, to processing service tasksin support of on-boarding new clients, and maintaining system uptime. As part of this high performing, fast-paced, and super fun team committed to solving complex issues, you will be presented with many opportunities to learn and grow, both technically and personally.

Primary/Essential Duties and Key Responsibilities:

Working autonomously on internal SaaS solutions, you will find that the experience gained as part of this cross-functional team is both priceless and incomparable. As the liaison between Product R&D, Product Management, Implementation team, Customer Care, and Level 1 Support team globally, you will gain satisfaction from providing in depth product knowledge and innovative solutions that will only further serve to strengthen the relationship between us and our customers.

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

The different areas of expertise we are looking for are:

Run:
• Bug analysis: Qualify and analyze issues from Level 1 support and escalate to Product R&D and Product Management
• Incident management: Address system alerts in a timely manner in order to ensure that Service Level Agreements are adhered to

Delivery:
• Administrative tasks: Execute and industrialize some administrative tasks to meet customer needs
• Integration projects: Be responsible for setting up systems to integrate with client systems (data feed, HRIS integration, data orchestration, data ingestion…)

Qualifications

• Organizational skills and a curious mindset
• Experience in troubleshooting issues / IT development knowledge
• Ability to create and manage documentation
• Working knowledge of Linux and understanding of Linux-based software stacks
• Knowledge of monitoring technologies (Datadog, Sentry, ...)
• Significant experience in basic networking protocols, including TCP/IP, HTTP, SFTP, DNS
• Python scripting experience is a plus
• APIs experience is a plus

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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