Senior IT Service Operations Specialist

General Information

Ref #:

20230032373

Travel Amount Required:

None

Job Type:

Regular-Full Time

Location:

Weston - Florida - United States

Description & Qualifications

Description

As a Senior IT Service Operations Specialist at UKG, you will have the opportunity to provide your oversight and leadership of ITSM processes for UKG's Cloud & Product Applications. The primary focus areas of this role are on Incident and Problem Management disciplines, along with Change Management support. The Senior IT Service Operations Specialist (or Problem Manager) is responsible for issue triage, impact analysis and administration of proactively identifying recurring issues across all product and technology offerings. The Senior Problem Manager must be capable of analyzing complex and often conflicting information, determining a course of action and securing commitment from internal teams to deliver improvements. The ideal candidate must possess the ability to uncover continuous improvement opportunities including but not limited to, process, testing, alerts or monitoring and product code changes.

Responsibilities will include:

- Conducting post incident reviews or major problem reviews

- Providing technical analysis of major incidents to uncover underlying problems in UKG Cloud environments and ensures accurate root cause and trend analysis are determined

- Analyzing incident details and various underlying issues to determine performance of systems or processes, true business impact, problem owner, prevention goals and priority

- Maintaining problem database with known issues through standard case management practices while ensuring all new incidents with associated impact is reflected accurately in prior occurrences when applicable

- Liaising closely with development or cloud/infrastructure teams to prioritize and secure commitment for resolving related prevention goals

- Proactively identifying opportunities and executes strategic initiatives that are preemptive in reducing the company's cost to serve

- Providing regular contribution into knowledge sharing initiatives through cross functional partnerships

- Articulating technical and functional information to various audiences, both verbally and written

- Presenting and conducting big picture reviews to senior leadership without management involvement

Qualifications

- 3+ years prior experience working within Service Delivery and Operation Management frameworks. ITIL highly preferred

- Knowledge of application, technology, networking, and SaaS infrastructure operations

- Strong analytical skills with transforming data into insightful and actionable requests

Expected:

- Proven ability to work well cross-functionally at various levels up through executives, as well as influence, manage without direct authority and align communications strategies and outcomes accordingly

- Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods

- High sense of urgency with the ability to multitask in a fast-paced environment

- Strong organizational skills and ability to reprioritize based on business need

- A team player that proactively takes the lead on objectives while helping others with common goals

We are working in a hybrid model here at UKG. This means being together on site for part of the week, working remotely for the balance.

#LI-HYBRID

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here .

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected].