UKG Concierge Lead - Contractor - Remote (USA)

About Us: At Improv, we are committed to transforming the Human Capital Management (HCM) and Workforce Management (WFM) industry through a strategic focus on Strategy, Process, and People. Our goal is to deliver solutions that truly meet our clients' needs, not just the latest trend. By partnering with the best in the industry, we broaden our capabilities and consistently achieve our clients' business outcomes.Improv empowers our team with a culture of innovation, trust, and open communication, ensuring our people bring their best every day. Our work impacts millions of lives around the globe. We don't take this lightly. It's a big job - and we are all-in. We're always looking for great teammates who share our passion for doing meaningful work that makes a real difference. We are seeking for unique and experienced UKG Concierge Lead  Contractor to join our teamWhat You Will Do:Monitor and Manage Concierge intake and resolution for assigned customersCoordinate with non-Concierge resources and follow up internally to resolve gaps (missing estimates, missing owners, pending access/onboarding, aging tickets)Review dashboards regularly to track completed work, in-progress items, blockers, and risksEnsure customer meetings and deliverables are prepared for and executed to expected quality standardsWatch for delivery risk, scope changes, capacity conflicts, and client dissatisfaction; escalate to leadership when requiredDiscover and analyze client business requirements and business processesCreate usable documentation including audit findings, business requirements, and product design documentsTranslate findings and product design documentation into properly configured applications (Timekeeping, Scheduler, etc.)Actively participate, and as needed lead, testing, and quality assurance activities for the projects.Assist with change management and user acceptance testingMaintain the internal project management system up to date with all-time worked, task status, and related documentationLead impactful meetings that bring customers and team members together, creating alignment and driving progressCraft and communicate project blueprints, defining work plans, scope, timelines, and resourcing to keep everyone on trackDrive efficiency and continuous improvement by managing projects with our proven methodology while suggesting improvements to boost speed and consistencyMaintain current in-depth technical, functional, and operational knowledge of UKG PRO WFM (Dimensions), and/or ReadyExperience with UKG Workforce Central and understanding of Workforce Central vs. PRO WFM differences is helpful but not requiredYour knowledge, skills, and abilities:Minimum 5 years' UKG experience with completing full implementations of UKG Pro WFM and/or Ready – participated in at least 3 project end to end through go live. End-to-end experience with the following Dimensions modules:TimekeepingAbsence (Attendance and Leave)SchedulerEnd-to-end experience with the following Ready modules:HR – Performance, Recruiting, Compensation, Succession Planning, Learning, Benefits, COBRA, ACAPayroll – Payroll ServicesTime – Accruals, Attestation, LOA/LeaveSchedulerPeople InsightsHold active certifications:UKG Pro WFM Timekeeping and/orUKG Ready Implementation TimeStrong operational organization and attention to detail (ticket hygiene, follow-through)Clear written and verbal communication with clients and internal stakeholdersAbility to manage a weekly cadence and deadlines consistentlyComfort coordinating across multiple resources, ensuring ownership and accountabilityRisk awareness and sound judgment on when and how to escalateExemplary customer service skills with demonstrated ability to effectively develop and maintain client relationships. Client service mindset with a focus on trust, transparency, and responsivenessExperience managing projects and developing relationships virtuallyBachelor's Degree or equivalent in Computer Science or related field (or equivalent experience)Applicants must have authorization to work in USA without current or future visa sponsorshipWhat would make you an outstanding candidate:PMP Certification - PreferredExperience with ADP Workforce Management optional.Understanding of UKG Navigator, Paragon, and Launch methodology/tools.Why join the Improvizations team?We are committed to creating an inclusive environment for our team. If you have a special need that requires accommodation, please let your recruiter know.We value a diverse workforce and a culture of inclusivity and belonging. All employment decisions shall be made without regard to age, race, creed, color, religion, gender, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Improvizations is an Equal Opportunity Employer.

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