Provides level 2 support for all applications in assigned area. Support includes: Root Cause Analysis; Fix Resolution; User Request Processing; Post implementation support; Request Priority Setting; Continuous Process Improvement; User Acceptance Testing; Communicates deployments to the user community. Generally works on issues of a moderately complex to highly complex nature and escalates more complex problems to vendor or appropriate area. Partners with appropriate technical experts and outside vendors (if necessary) to resolve issues in a timely, cost effective manner based on SLAs and OLAs. Educates user community on the proper use of applications including: Systems Administration; Systems Configuration; User Access Administration; Accessing and Leveraging User Manuals; Enhancement requests. Oversees software packages and executes upgrade plans partnering with the appropriate IT Technical teams. Updates support documentation as necessary adhering to Sarbanes Oxley process and procedure requirements. Acts as a Subject Matter Expert (SME) in the development of system and business requirements. Provides guidance to junior analysts. Identifies problems and makes recommendations regarding most expedient approach to problem resolution. Determines appropriate channels, medium and timing for communicating issues and resolutions. Other duties as required. May be required to work during "off hours.”
Requirements: 5 years of experience in Kronos Workforce Central vs. 6.1 and higher. Experience in the following Kronos modules: Workforce Timekeeper, Workforce Scheduler with Optimization, Workforce Forecast Manager, Workforce Accruals, Workforce Operations Planner, Workforce Employee. Familiar with Human Resource/Retail Management policies and procedures. Excellent interpersonal skills. Strong Analytical and organizational skills. Strong communication skills. Able to effectively communicate to Business, Executives, and Technical teams. Familiar with ITIL concepts. Understanding of functional divisions and their interaction. Familiar with client-server, browser-based and/or mainframe applications. Basic knowledge of SPI, PCI, PII and Sarbanes Oxley (SOX) requirements preferred. Understands basic concepts of Solution Delivery Process (SDP). Understands basic concepts of Solution Delivery Life Cycle. Bachelor's degree or equivalent work experience.