UKG (Ultimate Kronos Group) Manager, Integration Team HRSD (PeopleDoc) in Boston, Massachusetts
Manager, Integration Team HRSD (PeopleDoc)
Travel Amount Required:
Up to 25%
USA - USA - Remote
Description & Qualifications
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.
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
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
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
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 (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) and its supplement .
View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .
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
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.
UKG (Ultimate Kronos Group)
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