UKG (Ultimate Kronos Group) Hiring for Mgr Applications Support at Noida, India Full Time

UKG is seeking an experienced Manager to join our dynamic Digital team to play a key role in supporting our enterprise systems landscape. These critical business systems are utilized across UKG’s business teams, spanning from Sales to Customer Experience, and include some customer-facing solutions as well. The Business Applications Support Manager is responsible for overseeing a team dedicated to triaging user-reported system issues, executing persona-based access requests, delivering on service catalog offerings, and implementing operational system changes/configurations. This role requires collaboration with cross-functional teams to ensure high-quality and timely resolution of issues and requests as well as identifying opportunities for improvement of our user experience. As a member of our Corporate Applications leadership team, you will collaborate with your peers on the deployment of system enhancements, enforce quality standards, and maintain a focus on quality and timely issue resolution. Qualified candidates must possess experience managing a team, maintain a sense of urgency, attention to detail, good communication, problem-solving skills and self-motivation.

Responsibilities

o Team Leadership: Lead and mentor a team of 6-8 support specialist, providing feedback, guidance and technical/analytical support as needed.

o Team Development: Develop and deliver training programs to enhance team skills and knowledge. Foster a positive and collaborative team environment.

• Production Support: Act as an escalation point for user-reported issues. Ensure timely and quality resolution, collaborating with peers, stakeholders, and vendors as needed.

• User Provisioning: Manage the user provisioning process, ensure adherence to user access controls, licensing restrictions, and audit procedures. Manage user onboarding and offboarding.

• Operational Delivery: Ensure timely and quality delivery of service catalog requests and standard configuration changes. Identify opportunities to expand/improve the service catalog and standard change library.

o Customer Service Excellence: Ensure high levels of customer satisfaction related to your team’s delivery. Demonstrate ownership through clear, thorough communication. Prioritize efforts based on business urgency.

o Continuous Improvement: Develop and implement strategies to prevent recurring issues and improve overall system reliability. Identify opportunities to improve team efficiencies and throughput through innovation.

o Technology: Stay current with vendor-supplied system updates, features, and best practices to ensure the platform is utilized to its fullest potential.

o Root Cause Analysis: In collaboration with Engineers, perform detailed analysis to identify the root cause of production issues and recommend long-term solutions. Analyze trends to identify opportunity areas and make detailed recommendations.

o Documentation: Maintain detailed documentation of issues, solutions, processes, and best practices.

o Compliance: Ensure that all support activities comply with internal policies, external regulations, and security standards.

• Reporting and Analytics: Generate and analyze reports on support metrics, system performance, and user satisfaction to inform decision-making and strategic planning.

• Release Planning: Oversee Release Coordinator role related to operational and project deployments, ensuring effective transition to the systems support team.

• System Monitoring: Implement and maintain monitoring tools and processes to proactively identify and address system performance issues or potential disruptions.

• Budget Management: Manage the budget for the support team, including resources, tools, and training, ensuring cost-effective operations.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent practical experience.

• 5+ years of experience in Salesforce administration or support roles

• 2+ years in a people management position with demonstrated success in team development

• Salesforce Administrator certification required

• Expertise in Salesforce administration, including roles, profiles, workflows, and process automation

• Experience with Salesforce workflows, process automation, and reporting tools

• Familiarity with Salesforce licensing model

• High degree of professional confidence and communication skills to represent technical concepts effectively with executive-level management

• Proficiency in incident management and root cause analysis

• Strong troubleshooting, problem-solving skills and decision-making skills

• Strong attention to detail and organization skills

• Strong communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders

• Ability to manage multiple tasks and prioritize effectively under pressure

• Familiarity with ServiceNow or a similar ITSM tool

Preferred Qualifications:

• Experience with Salesforce licensing model and audit protocols

• Experience with Salesforce data loader tools

• Experience with ServiceNow or a similar ITSM tool

• Salesforce Advanced Administrator certification

• Salesforce Platform App Builder certification

• Salesforce Sales Cloud Consultant certification

• Salesforce Service Cloud Consultant certification

• Salesforce Experience Cloud Consultant certification

• Familiarity with DevOps tools

• Familiarity with Agile practices

• Commitment to continuous learning and professional development

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.