UKG Workforce Management Specialist - Functional Support

The UKG Functional Consultant will provide functional expertise and production support for enterprise UKG Workforce Management solutions within an AMS engagement. The role will support transition, knowledge acquisition, stabilization, steady-state support, and continuous improvement while ensuring stable application operations and effective resolution of complex functional issues. The consultant will work closely with business, HR, Payroll, IT, technical teams, vendors, and application stakeholders to support business-critical workforce and payroll processes, deliver enhancements, perform functional configuration, and identify opportunities for service and process improvement.

Key Responsibilities

• Participate in transition and knowledge transfer sessions with incumbent teams, business SMEs, and application owners.

• Understand the existing UKG landscape, business processes, configurations, interfaces, integrations, customizations, and dependencies.

• Review and validate SOPs, runbooks, knowledge articles, configuration documentation, known-error databases, and operational procedures.

• Perform reverse knowledge transfer and demonstrate readiness for independent application support.

• Identify knowledge gaps, operational risks, dependencies, and documentation gaps during transition.

• Support service readiness and transition-to-steady-state activities.

• Provide L2/L3 functional support for UKG Workforce Management applications.

• Analyze, troubleshoot, and resolve functional incidents and service requests within agreed SLAs.

• Support business-critical processes related to timekeeping, scheduling, attendance, accruals, leave, and payroll.

• Investigate complex production issues and collaborate with technical teams and UKG/vendor support as required.

• Perform Root Cause Analysis (RCA) for recurring and high-impact incidents and recommend permanent corrective actions.

• Support Incident, Problem, Change, Release, and Knowledge Management processes.

• Maintain accurate ticket updates and provide timely communication to business stakeholders.

• Configure and maintain pay rules, work rules, accrual policies, schedules, attendance rules, and related UKG functional components.

• Analyze business requirements and translate them into UKG functional solutions.

• Perform impact analysis for configuration changes and enhancements.

• Prepare functional specifications and configuration documentation.

• Coordinate with technical teams for integrations and technically dependent enhancements.

• Support minor enhancements and continuous improvement initiatives through the complete change lifecycle.

• Prepare functional test scenarios and test cases.

• Perform functional, regression, integration, and post-deployment validation.

• Support SIT and UAT and coordinate defect resolution.

• Validate production changes following releases and deployments.

• Support UKG patches, releases, upgrades, and platform changes from a functional perspective.

• Support payroll-critical processes including timecard validation, approvals, pay-rule processing, accruals, and payroll interfaces.

• Investigate and resolve timekeeping and payroll-impacting issues within critical timelines.

• Coordinate with HR, Payroll, Operations, and technical teams during business-critical processing windows.

• Analyze incident trends and identify opportunities to reduce recurring issues.

• Recommend configuration, process, and operational improvements.

• Identify opportunities for automation, ticket reduction, shift-left, and self-service.

• Improve knowledge articles, SOPs, troubleshooting guides, and support documentation.

• Contribute to service improvement plans and operational excellence initiatives.

• Participate in operational reviews and service governance…