Technology Operations and Support Analyst, WFM, Bangalore, India (Hybrid)

Location : India

Position Overview

The Technology Operations and Support Analyst, WFM , will join our Global WFM function to optimize UKG Kronos, collaborating with engineers and stakeholders for maintaining and enhancing retail WFM applications, driving performance and efficiency, and working closely with a diverse team to advance workforce management capabilities.

• Work in a global IT team to manage a global Workforce Management System - UKG Kronos.
• Provide ongoing BAU (Business-As-Usual) support to ensure seamless system operations.
• Developing skills to contribute to global system enhancement initiatives.

UKG Kronos core capabilities include time & attendance, leave management, scheduling system, schedule optimization, sales forecast, labor forecast, labor budgeting and workforc e analytics. This system is used globally 24 / 7 by our retail stores and corporate users. It is a web-based application with upstream and downstream integration with various internal and external systems such as payroll provider.

Essential Duties & Responsibilities

WFM (UKG Kronos) Application Operations & Maintenance :

Application Enhancements & Projects : Deliver UKG Kronos system enhancements through continuous improvement initiatives, automation, upgrades, and process optimization. Develop and maintain comprehensive documentation for system requirements, design, and support. Ensure compliant release management, adhering to IT standards and regulations. Employ an agile approach, facilitating collaborative discussions, incremental releases, and stakeholder engagement to achieve prioritized business objectives.

Application Infrastructure Management : Support the UKG Kronos application infrastructure, encompassing server landscape management, infrastructure projects (URL rollouts, load balancer migrations), and collaboration with IT teams to ensure security, stability, and performance. Provide ad-hoc support for environment refreshes, server alerts, database provisioning, and other infrastructure-related tasks in collaboration with IT infrastructure, platform teams, and partners.

Continuous Improvement : Drive IT continuous improvement initiatives by delivering quality, and expertise, positioning the team as a strategic CoE for Ralph Lauren.

Change and Training : Analyze and support stakeholder change and training needs for the UKG Kronos application, contributing to the development of a knowledge base and targeted training to optimize support efficiency. Collaborate with IT and business to gather feedback, recommend improvements, and ensure seamless communication. Deliver training sessions on new features, troubleshoot user issues, and provide expert application guidance. Develop strong working relationships with key stakeholders, including Global IT, Regional IT, Business Departments, Store Users, and IT and Product Partners, to ensure alignment and effective issue resolution.

Experience, Skills & Knowledge

2+ years of relevant experience in Workforce Management (WFM) application maintenance and operations, specifically with UKG Kronos.

Strong WFM foundation : Understanding of workforce management principles, practices, and industry trends.

Analytical expertise : Excellent analytical, problem-solving, and communication skills.

Collaborative mindset : Ability to work independently and collaboratively.

Database knowledge : SQL query writing and stored procedure development.

Proficiency in the following UKG Kronos modules : Time and Attendance (Timekeeper), Accruals, Time clock devices (In Touch Clocks), Scheduling and Workforce Integration Manager

Optional / Nice to have : Experience with one or more advanced UKG Kronos modules like Schedule optimization (Advanced scheduling), Forecasting (Volume and Labor), Operation Planner, Analytics & Attestation.

Work Schedule : Required to in shift schedules, to maintain continuous system support.

Skills Required

Accruals, Stored procedure development, Scheduling, Timekeeper