Application Support

- Provide Level 2 and Level 3 support for UKG Pro WFM (Kronos) applications.
- Troubleshoot and resolve incidents, service requests, and system-related issues within defined service levels.
- Support workforce management processes including:
- Timekeeping
- Attendance Management
- Absence Management
- Advanced Scheduling
- Analytics and Reporting
- Time Clock Configuration and Support
- Monitor application performance and identify opportunities to improve system stability.
- Perform root cause analysis for recurring incidents and recommend preventive actions.

User Support & Stakeholder Engagement

- Act as a trusted point of contact for end users and business stakeholders.
- Analyze and address user-reported issues with a customer-focused approach.
- Conduct troubleshooting sessions with users to gather requirements and resolve operational challenges.
- Communicate incident status, resolutions, and workarounds clearly to both technical and non-technical audiences.
- Build strong relationships with HR, Operations, Payroll, and Plant teams.

Incident, Problem & Change Management

- Manage incidents, service requests,



and problem tickets through ServiceNow or similar ITSM tools.
- Participate in Problem Management activities to reduce repeat incidents.
- Support Change Management processes by validating configuration changes and promoting best practices.
- Collaborate with vendor support teams when escalation is required.

Required Qualifications

- 3 years of experience supporting Kronos/UKG Workforce Management applications.
- Strong functional knowledge of:
- UKG Pro WFM / Kronos Dimensions
- Timekeeping
- Scheduling
- Absence Management
- Workforce Analytics
- Time Clock Administration
- Experience in application support or production support environments.
- Experience working directly with end users and business stakeholders.
- Strong troubleshooting and analytical skills.
- Knowledge of Incident, Problem, Service Request, and Change Management processes.
- Experience with ITSM platforms such as ServiceNow.
- Advanced English communication skills (written and verbal).

-

📌 Kronos Consultant (Ciudad de México)
🏢 BULLIT MANAGEMENT SERVICES
📍 Ciudad de México