Job Title

UKG Support Supervisor

Job Description Summary

The UKG Support Analyst will focus on configuring and maintaining calculated accruals within the UKG Pro Workforce Management (WFM) application and providing ongoing business-as-usual (BAU) support. This analyst-level role requires strong expertise in UKG configuration, particularly the Calculated Accruals module, and the ability to work independently on support tickets and new configuration requests.

Job Description

Role Purpose

Ensure accurate Accruals configuration and timely resolution of support tickets related to timekeeping and accruals. Collaborate with HR, Payroll, and IT teams to maintain compliance and optimize system functionality.

Job Description

· Configure and maintain PTO accrual rules, Time Off Requests and related settings in UKG Pro WFM.

· Build new configurations for various calculated accrual policies and ensure alignment with organizational requirements.

· Manage and resolve BAU support tickets within defined SLAs, including troubleshooting and root cause analysis.

· Document configuration changes and maintain accurate records in the designated tracking system.

· Collaborate with stakeholders to gather requirements for new PTO/Accrual configurations and enhancements.

· Provide guidance and knowledge transfer to end-users and super users as needed.

· Escalate complex issues to senior support or technical teams when necessary.

Required Skills & Qualifications

· 3–5 years of experience in UKG Pro WFM support, with a strong focus on Calculated Accruals module configuration.

· Proven ability to build new configurations and manage ongoing support independently.

· Solid understanding of workforce management principles, timekeeping, and payroll processes.

· Strong troubleshooting skills and ability to resolve configuration issues efficiently.

· Excellent written and verbal communication skills.

· Ability to work independently and manage priorities in a fast-paced environment.

Preferred Skills & Qualifications

· UKG Pro WFM certification or equivalent training.

· Experience with ticketing systems and IT Service Management practices.

· Proficiency in MS Excel and Smartsheet for data analysis and reporting.

Soft Skills

· Strong collaboration and communication skills.

· Flexibility and adaptability in a dynamic environment.

· Ability to engage effectively with all levels of the organization, from leadership to individual contributors.

· Critical thinking and problem-solving skills.

· Ability to export and present data clearly for leadership consumption.

KPIs

SLA adherence for ticket resolution.

INCO: “Cushman & Wakefield”