CEDA -TMS - ICA - HR Team - HR case/knowledge admin, forms/workflow - Senior Associate - Operate

Job Title: Senior Associate – HR Service Delivery (HRSD) Analyst (UKG)

Management Level

Job Description & Summary

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

PwC Professional Skills and Responsibilities

• PwC Professional skills and responsibilities for this management level include but are not limited to:
• Use feedback and reflection to develop self-awareness and technical capabilities
• Demonstrate critical thinking and problem-solving in HR service operations
• Handle, manipulate, and analyse HR operational data responsibly
• Communicate confidently in a clear, concise, and professional manner
• Uphold the firm’s code of ethics and business conduct , especially around sensitive HR data