UKG is seeking an experienced Manager to join our dynamic Digital team to play a key role in supporting our enterprise systems landscape. These critical business systems are utilized across UKG's business teams, spanning from Sales to Customer Experience, and include some customer-facing solutions as well. The Business Applications Support Manager is responsible for overseeing a team dedicated to triaging user-reported system issues, executing persona-based access requests, delivering on service catalog offerings, and implementing operational system changes/configurations. This role requires collaboration with cross-functional teams to ensure high-quality and timely resolution of issues and requests as well as identifying opportunities for improvement of our user experience. As a member of our Corporate Applications leadership team, you will collaborate with your peers on the deployment of system enhancements, enforce quality standards, and maintain a focus on quality and timely issue resolution. Qualified candidates must possess experience managing a team, maintain a sense of urgency, attention to detail, good communication, problem-solving skills and self-motivation.
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Responsibilities
o Team Leadership: Lead and mentor a team of 6-8 support specialist, providing feedback, guidance and technical/analytical support as needed.
o Team Development: Develop and deliver training programs to enhance team skills and knowledge. Foster a positive and collaborative team environment.
• Production Support: Act as an escalation point for user-reported issues. Ensure timely and quality resolution, collaborating with peers, stakeholders, and vendors as needed.
• User Provisioning: Manage the user provisioning process, ensure adherence to user access controls, licensing restrictions, and audit procedures. Manage user onboarding and offboarding.
• Operational Delivery: Ensure timely and quality delivery of service catalog requests and standard configuration changes. Identify opportunities to expand/improve the service catalog and standard change library.
o Customer Service Excellence: Ensure high levels of customer satisfaction related to your team's delivery. Demonstrate ownership through clear, thorough communication. Prioritize efforts based on business urgency.
o Continuous Improvement: Develop and implement strategies to prevent recurring issues and improve overall system reliability. Identify opportunities to improve team efficiencies and throughput through innovation.
o Technology: Stay current with vendor-supplied system updates, features, and best practices to ensure the platform is utilized to its fullest potential.
o Root Cause Analysis: In collaboration with Engineers, perform detailed analysis to identify the root cause of production issues and recommend long-term solutions. Analyze trends to identify opportunity areas and make detailed recommendations.
o Documentation: Maintain detailed documentation of issues, solutions, processes, and best practices.
o Compliance: Ensure that all support activities comply with internal policies, external regulations, and security standards.
• Reporting and Analytics: Generate and analyze reports on support metrics, system performance, and user satisfaction to inform decision-making and strategic planning.
• Release Planning: Oversee Release Coordinator role related to operational and project deployments, ensuring effective transition to the systems support team.
• System Monitoring: Implement and maintain monitoring tools and processes to proactively identify and address system performance issues or potential disruptions.
• Budget Management: Manage the budget for the support team, including resources, tools, and training, ensuring cost-effective operations.
Minimum Qualifications:
• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent practical experience.
• 5+ years of experience in Salesforce administration or support roles
• 2+ years in a people management position with demonstrated success in team development
• Salesforce Administrator certification required
• Expertise in Salesforce administration, including roles, profiles, workflows, and process automation
• Experience with Salesforce workflows, process automation, and reporting tools
• Familiarity with Salesforce licensing model
• High degree of professional confidence and communication skills to represent technical concepts effectively with executive-level management
• Proficiency in incident management and root cause analysis
• Strong troubleshooting, problem-solving skills and decision-making skills
• Strong attention to detail and organization skills
• Strong communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders
• Ability to manage multiple tasks and prioritize effectively under pressure
• Familiarity with ServiceNow or a similar ITSM tool
Preferred Qualifications:
• Experience with Salesforce licensing model and audit protocols
• Experience with Salesforce data loader tools
• Experience with ServiceNow or a similar ITSM tool
• Salesforce Advanced Administrator certification
• Salesforce Platform App Builder certification
• Salesforce Sales Cloud Consultant certification
• Salesforce Service Cloud Consultant certification
• Salesforce Experience Cloud Consultant certification
• Familiarity with DevOps tools
• Familiarity with Agile practices
• Commitment to continuous learning and professional development