Consultant

Job Description

Job Description

Kronos (UKG Pro WFM) Application Support Analyst

Location

Mexico / Hybrid

Position Summary

Dedicated and customer-orientedKronos (UKG Pro WFM) Application Support Analyst to join its Application Managed Services (AMS) team. The successful candidate will provide functional and operational support for the Kronos Workforce Management platform, ensuring business continuity for workforce scheduling, timekeeping, attendance, and labor management processes.

This role requires Kronos/UKG expertise, hands-on experience in application support, and the ability to work directly with business users, HR teams, plant operations, and technical stakeholders across multiple regions. The ideal candidate will combine technical troubleshooting skills with excellent communication and customer service capabilities.

Key Responsibilities

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).

Success Profile

The ideal candidate is a proactive support professional who understands both the technical and functional aspects of Kronos. They are comfortable interacting directly with business users, managing critical incidents, and working in a fast-paced global support environment while maintaining a strong focus on service quality and customer satisfaction.

EEO/About Us

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

• Domain: IT Service Management
• Skillset: Technology|Oracle Cloud|PaaS - Application Development