UKG Pro WFM Support Lead – Project Delivery Specialist
Engineering and Product | Software Engineering
Cincinnati, Ohio, United States
Position Summary
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.
Work you’ll do/Responsibilities
- 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 workstreams focused on improvement, optimization, and transformation of processes including implementing leading practice workflows, addressing deficits in quality, and driving operational outcomes
The Team
Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.
Our Digital Foundry & Operations works with the Customer group to bring a flexible capability and fluid capacity model to the delivery of small technology projects and enhancements.
Qualifications
Required
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.
Limited immigration sponsorship may be available
Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
Hybrid Role - 2 days on-site
Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.
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**Benefits**
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
**Our people and culture**
Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.
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**Professional development**
From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see [https://www.deloitte.com/us/about](https://www.deloitte.com/us/about) for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.
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.
Requisition code: 356469
Job ID 356469