This is a remote position.
Responsibilities
As a Senior Associate, you’ll work as part of a team of problem solvers with extensive consulting and industry experience, helping our clients solve complex business issues from strategy to execution. Specific responsibilities include:
Provide L2/L3 support for UKG HRSD modules (case management, knowledge base, employee service portal)
Manage and resolve HR cases, service requests, and escalations in line with defined SLAs
Configure and maintain HR forms, workflows, and approval processes
Create, update, and govern knowledge articles to improve self-service and case deflection
Monitor and improve HR service delivery metrics (case volumes, resolution time, backlog)
Ensure data accuracy, audit readiness, and compliance (PII/PHI handling)
Collaborate with HR, payroll, and IT teams to streamline end-to-end HR processes
Support integration touchpoints with HRIS and downstream systems
Participate in transition, knowledge transfer, and documentation uplift from incumbent vendor
Identify opportunities for automation, standardization, and continuous improvement
Skills and Experience
4–8+ years of experience in HR Service Delivery / HR Operations / HRIS support
Hands-on experience with UKG HR Service Delivery (or similar platforms like ServiceNow HRSD)
Strong understanding of:
HR case management and shared services model
Knowledge management and content governance
HR workflows, forms, and process automation
Experience working in ticketing tools and SLA-driven environments
Familiarity with HR data privacy, security, and compliance (PII/PHI)
Strong analytical, problem-solving, and stakeholder communication skills
Preferred Knowledge/Skills
Experience in healthcare HR environments or regulated industries
Exposure to HRIS platforms (UKG Core HR, Payroll, Benefits)
Understanding of integration patterns (APIs, data flows)
Experience in transition and managed services delivery models
