UKG Pro WFM Support Lead – Project Delivery Specialist

UKG Pro WFM Support Lead – Project Delivery Specialist

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced UKG Pro WFM Support lead, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long‑term, onsite client service delivery.

• Lead Tier 2/3 support for UKG Pro WFM modules (time, attendance, scheduling, accruals/leave, device/time clocks as applicable).
• Own ticket triage and prioritization, root cause analysis, and escalation paths; ensure SLA adherence and clear stakeholder communications.
• Manage production incidents and major incident response, including recovery steps, workarounds, and post‑incident reviews.
• Drive problem management: trend analysis, defect backlog, recurring issue elimination, and knowledge base maturity.
• Oversee configuration governance (pay rules, work rules, shift rules, accrual profiles, rounding, exceptions, approvals).
• Coordinate release and patch management: evaluate UKG updates, regression testing, and deployment readiness.
• Partner with Payroll/HR to validate time‑to‑pay outcomes; support pay period close and reconciliation activities.
• Monitor and support integrations (e.g., HRIS, payroll, identity management, ERP) including file feeds, APIs, middleware, and error handling.
• Manage security and access: roles, permissions, audit trails, SoD (segregation of duties) alignment where required.
• Lead user enablement: super‑user network, training, job aids, and communications for process changes.
• Maintain operational artifacts: runbooks, support playbooks, monitoring dashboards, SOPs, and controls evidence.
• Coordinate with UKG/vendor support; manage cases to resolution and track product defects/enhancements.
• Communicate regularly with Engagement Managers (Directors), project team members, and representatives from various functional and / or technical teams, including escalating any matters that require additional attention and consideration from engagement management.
• Independently and collaboratively lead client engagement work streams focused on improvement, optimization, and transformation of processes including implementing leading practice workflows, addressing deficits in quality, and driving operational outcomes.

• 5+yrs experience supporting UKG Pro WFM in a production environment, including troubleshooting configuration and data issues.
• Experience leading support operations: ITIL‑aligned incident/problem/change practices.
• Hands‑on understanding of workforce management processes: time capture, exceptions, scheduling, leave/accruals, approvals, pay period close.
• Strong stakeholder management with HR, Payroll, Operations, and IT.
• Ability to translate business rules (labor policies, contracts, overtime) into system configuration and support outcomes.

Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve.

Information for applicants with a need for accommodation:

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.