About the role
Overview
The HR Technology Specialist serves as a subject matter expert for workforce technology, data, and business processes, supporting the organization's use of UKG Pro, UKG Pro Workforce Management (WFM), Power BI, AI and related HR technologies. This role is responsible for troubleshooting complex issues, managing system enhancements, managing system corrections, supporting reporting and analytics needs, and driving process improvements that improve efficiency, data accuracy, and the overall user experience.The role owns a high-volume Tier 2 support queue, resolving escalated errors that HR, Payroll, and field users could not get resolved at Tier 1, while balancing that queue with project work that permanently improves the HRIS platform
Success in this role requires strong technical aptitude, analytical thinking, attention to detail, and a natural curiosity to understand how systems, departments, leaders, processes, and data work together. The HR Technology Specialist independently researches issues, identifies root causes, develops scalable solutions, and manages work across both day-to-day support requests and larger business initiatives and software transformations. This role serves as an escalation point for complex workforce technology matters, partners directly with vendors and internal stakeholders to resolve issues and build new configurations, and supports organizational decision-making through reporting, people analytics, and data insights.
The ideal candidate combines expertise in workforce systems, reporting, and process improvement with a self-driven approach, strong problem-solving skills, and a commitment to continuous learning and operational excellence.
Responsibilities
Workforce Technology Administration & Support
Serve as a subject matter expert for UKG Pro, UKG Pro Workforce Management (WFM), and related workforce technology solutions.
Manage, prioritize, investigate, troubleshoot, test, and resolve complex system, process, and data issues escalated from shared services, vendor cases, business leaders, and other stakeholders.
Own a high-volume Tier 2 ticket queue, investigating and resolving escalated issues that Tier 1 support was unable to solve for HR, Payroll, and field users, including managers, timekeepers, and employees.
Triage and prioritize tickets based on business impact, payroll deadlines, number of users affected, and SLA commitments, ensuring pay-impacting issues are resolved ahead of payroll processing.
Communicate clearly and professionally with users at every level, translating technical findings into plain language, setting realistic expectations, and keeping requesters informed through resolution.
Document root cause and resolution for every escalated ticket, and build knowledge articles, troubleshooting guides, and training that enable Tier 1 to resolve similar issues without escalation.
System Optimization & Continuous Improvement
Identify needs, implement improvements, support full-suite business processes, increase efficiency through system enhancements and technologies
Test new products, scenarios, and workflows thoroughly while documenting results.
Deliver configuration changes, testing activities, and final production deployments.
Develop and maintain documentation, procedures, and best practices that improve consistency, governance, and operational effectiveness.
Reporting, Analytics & Data Excellence
Develop, maintain, and enhance reports, dashboards, and analytics utilizing Power BI, UKG reporting tools, Excel, and other data platforms.
Monitor data quality and integrity, identify discrepancies, perform audits, and partner with stakeholders to resolve data issues.
Promote data governance standards and support efforts to improve the accessibility, accuracy, and reliability of workforce information.
Business Partnership & Project Delivery
Partner with Human Resources, Payroll, Finance, Operations, Information Technology, and business leaders to support workforce technology initiatives and organizational priorities.
Serve as a trusted technical resource, providing recommendations and guidance based on system capabilities, business needs, and best practices.
Learning, Innovation & Operational Excellence
Maintain expertise in UKG Pro, UKG Pro WFM, reporting technologies, and emerging workforce technology trends.
Research new functionality, system capabilities, and industry best practices to identify opportunities for improvement and innovation.
Apply analytical thinking, curiosity, and problem-solving skills to address unfamiliar challenges and deliver sustainable solutions.
Contribute to a culture of continuous improvement, ever-evolving needs, operational excellence, and customer-focused service delivery.
Qualifications
Success in this role requires demonstrated expertise in:
Systems & Technical Expertise– Applies advanced knowledge of workforce technologies, reporting tools, and system configurations to support business operations.
Problem Solving & Resourcefulness –Demonstrates curiosity, critical thinking, and the ability to independently navigate unfamiliar challenges.
Data Analytics & Decision Support– Utilizes Power BI, reporting tools, Excel, AI and workforce data to identify trends, validate information, support decision-making, and deliver actionable business insights.
Process Optimization & Continuous Improvement– Identifies opportunities to streamline processes, improve user experience, increase efficiency, and enhance data quality through standardization, automation, and technology enablement.
Business Partnership & Customer Focus – Builds strong working relationships across Human Resources, Payroll, Operations, Information Technology, and business leaders to understand needs, resolve issues, and deliver high-quality service and support.
Execution & Accountability– Successfully manages complex priorities, support requests, projects, and deadlines while maintaining accuracy, attention to detail, and a commitment to delivering results.
Success is measured by:
Timely response to and resolution of support requests in accordance with established service level agreements (SLAs) and business priorities.
Demonstrates ownership and accountability for assigned work, proactively managing priorities, timelines, and outcomes while keeping stakeholders informed.
Successful and accurate delivery of projects, system enhancements, and process improvement initiatives within established timelines and objectives.
Proactive communication of priorities, timelines, risks, and expected completion dates.
Continuous improvement of workforce technology, business processes, reporting capabilities, and data quality.
Flexibility and commitment to support critical business priorities, project milestones, and time-sensitive organizational needs.
Required Qualifications
Experience working with UKG Pro, UKG Pro Workforce Management (WFM), and connecting modules and integrations.
3+ years of experience supporting HR technology, HRIS, workforce management, payroll, or related business systems.
Bachelor's degree in Human Resources, Information Systems, Business Administration, Analytics, Computer Science, or a related field; equivalent experience may be considered.
Experience with system implementations and troubleshooting workforce technology solutions, including system configuration, testing, reporting, and issue resolution.
Proficiency in Microsoft Excel, including advanced formulas and lookup functions.
Strong analytical, problem-solving, and root cause analysis skills.
Ability to manage multiple competing priorities, projects, and support requests in a fast-paced environment.
Strong communication, collaboration, independent project management, and customer service skills.
Preferred Qualifications
Experience with the following: AI Technologies, Power BI, Power Query, Excel Macros/VBA, SQL
Additional Certifications: UKG Pro certifications, UKG Pro WFM certifications, SHRM, CPP or similar professional equivalents
Experience supporting large enterprises 5,000+ employees
About
Confluent Health, LLC and its affiliates are equal opportunity employers committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, sexual orientation, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, national origin, marital status, age, disability, veteran status, or other applicable legally protected characteristics. If you need assistance or would like to request an accommodation due to a disability, please contact us at .
Confluent Health, LLC and its affiliates are equal opportunity employers committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, sexual orientation, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, national origin, marital status, age, disability, veteran status, or other applicable legally protected characteristics. If you need assistance or would like to request an accommodation due to a disability, please contact us at .
Originally posted on Himalayas