SmartCare Advisor - UKG Pro Post-Go-Live Partner

Overview

Remote position open to qualified candidates based in the United States, Canada, and the Philippines.

This client-facing role serves as a strategic post-go-live partner for organizations using UKG Pro. The position focuses on system optimization, client advisory, troubleshooting, and ongoing support—translating UKG Pro capabilities into measurable HR, payroll, and benefits outcomes.

In some engagements, this role may also be assigned as a dedicated, embedded HRIS resource under a managed services arrangement, providing day-to-day UKG support for a client’s HR team.

Responsibilities

Client Partnership & Advisory

• Serve as the primary post-implementation partner for assigned clients
• Lead regular client touchpoints to review system performance, gaps, and optimization opportunities
• Build strong client relationships and drive overall customer satisfaction
• Facilitate consultative discussions on HR/payroll best practices and system utilization

System Optimization & Configuration

• Perform configuration updates and enhancements within UKG Pro (Payroll & People modules)
• Analyze system performance and recommend improvements
• Support open enrollment (OE) and life event (LE) processes within benefits
• Apply testing methodologies for system updates, enhancements, and M&A activities

Issue Resolution & Support

• Manage and triage client inquiries, ensuring timely resolution or escalation
• Troubleshoot system-related issues and provide clear, actionable solutions
• Maintain a proactive approach to identifying and resolving risks

Delivery & Execution

• Meet timelines aligned with key deliverables and client expectations
• Create documentation, templates, and client-facing materials
• Support knowledge transfer for both internal teams and clients

Collaboration & Internal Contribution

• Act as a Subject Matter Expert (SME) for UKG Pro Payroll & HR
• Contribute to internal process improvements and team knowledge sharing
• Participate in team training and lead at least one session annually

HRIS Managed Services (Dedicated Client Support)

• Serve as a dedicated, full-time HRIS resource for assigned clients, performing HRIS functions for UKG products including system maintenance, management, and support
• Follow the client’s holiday schedule and provide occasional after-hours support as needed
• Provide email-based support to the client’s HR team and end users during business hours
• Coordinate with the SmartCare team to ensure services complement existing services

Day-to-Day Operations & System Support

• Complete day-to-day configuration updates (e.g., pay codes, job titles)
• Troubleshoot and resolve complex payroll issues
• Provide support across the UKG Pro suite, including Payroll, ancillary products, WFM, and Benefits
• Manage UKG cases, including submission, tracking, and escalation through resolution
• Provide integration support
• Serve as Super User and Default Approver, triaging approvals as needed

Reporting, Optimization & Compliance

• Develop and deliver general reporting (e.g., BI, Pro WFM)
• Identify and implement workflow improvements
• Conduct quarterly system optimization reviews with the client
• Manage UKG releases, including sandbox testing and feature adoption
• Monitor compliance and flag regulatory or process risks
• Provide year-end support and preparation

Documentation & Knowledge Transfer

• Develop client documentation, including SOPs and user guidelines
• Provide knowledge transfer to client HR staff and end users

Required Qualifications

• 3+ years of hands-on experience with UKG Pro (Payroll & People)
• Experience in consulting, implementation, configuration, or support roles
• Strong knowledge of HR and payroll processes and system testing methodologies
• Proven ability to manage multiple clients or priorities in a fast-paced environment
• Strong analytical and problem-solving skills
• Excellent communication skills (client-facing is a must)

Preferred Qualifications (Nice-to-Have)

• Experience with:
  • Core Benefits, Benefits Administration or Benefits Hub
  • Reporting and analytics within UKG Pro
  • UKG Pro Payroll & People Certification
  • System integrations
• Exposure to US or Canadian payroll environments (either is fine, both not required)

Schedule

This position follows US Eastern Time (ET) business hours, Monday through Friday.

Compensation & Benefits

• Competitive compensation
• Health and wellness benefits
• Paid time off and vacation benefits
• Professional development and ongoing training
• Career growth opportunities
• Remote work flexibility
• Supportive and collaborative work environment

Location

Remote — open to qualified candidates based in the United States, Canada, and the Philippines.