Delivery - Managed Services -Specialist, EMEA in London

Axsium Group was founded in 2004 to provide our clients with superior workforce management (WFM) consulting services. Axsium helps organizations around the world improve their operational performance by maximizing the productivity of their people. We do this by providing innovative and insightful consulting services focused in three areas:

• Establishing a realistic strategy and roadmap to reach people-related goals.
• Streamlining and defining new processes to improve productivity and impact on the organization.
• Implementing and supporting technologies that help all levels of the organization achieve their objectives.

Specialist - Managed Services

Reporting into a Team Manager, the Specialist is responsible for delivering ongoing functional support and workforce management expertise to clients following system go-live. The role supports UKG Pro WFM and UKG Workforce Central customers. This is a remote position based in the United Kingdom.

Benefits package:

• Fitness Reimbursement
• First time office set up credit
• Tuition support
• Flexible working arrangements
• Team support and mentorship
• Casual but professional environment

DUTIES AND RESPONSIBILITIES

• Provide ongoing functional support: Lead specific tasks within the project plan and provide domain expertise to assist other consultants with their respective tasks.
• Manage support cases aligned to SLAs; deliver configuration across timekeeping, pay rules, accruals, scheduling, and reporting.
• Lead requirement gathering sessions, develop functional or technical design, configure complex requirements in WFM vendor product, implement complex integration components, lead testing effort, provide production support.
• Analyze functional issues, perform approved configuration changes, support UKG releases, and escalate complex design decisions.
• Select appropriate methodology tools for internal and/or external use on projects.
• Create and deliver client facing presentations with assistance from others on complex topics.
• Ensure timely delivery of consultant’s assigned tasks and quality of their deliverables while working on Specialist's domain expertise.
• Support Project Manager by highlighting potential project risks in a timely manner.
• Demonstrate good understanding of Axsium products (e.g., Opus, Change Management); and be able to identify associated client opportunities.

Client Interaction

• Represent Axsium to our clients in a professional manner, whether onsite with client or interacting remotely through phone, email, and other online platforms.
• Communicate case status clearly, participate in recurring support calls, and build productive relationships with client WFM, Payroll, and HR teams.
• Analyse functional issues, perform approved configuration changes, support UKG releases, and escalate complex design decisions.
• Demonstrate the ability to navigate difficult situations in a calm and structured way and seek help if required.
• Understand, adapt, and act respectfully within the client’s organisation and culture.
• Actively guide clients to achieve desired outcomes.
• Develop and maintain positive relationships with clients on projects and beyond.
• Gain expertise with Axsium service offerings and WFM vendor landscape, and find opportunities for additional work to share with a client.
• Provide insight to client on WFM operations and best practices.

Administration

• Timely and accurate submission of timecards and expense reports.
• Proactively provide notification of availability and adhere to project assignment hours.
• Comply with Axsium data security policies and HR (Human Resources) policies.
• Communicate clearly, effectively, and in a timely manner with peers, leadership, and all others at Axsium.
• Effectively use bench time for Axsium’s improvement and for personal development.

Culture

• Act as an ambassador for Axsium culture in personal presentation, commitment, and integrity.
• Take personal ownership and accountability for individual ability to positively impact Axsium’s company success.
• Obtain and measurably demonstrate increasing knowledge in WFM processes and systems and labour productivity best practices, through training and experience.
• Collaborate within Axsium with peers through ASK and other knowledge sharing forums.

REQUIREMENTS

• University or college degree ideally in business, computer science, or information systems.
• Good analytical and problem-solving skills with ability to identify gaps, evaluate, and recommend alternative solutions.
• Excellent communication skills with attention to detail, comfortable leading requirement gathering and design workshops, meetings to present findings and make recommendations to client’s project team, senior management and C-level executives through discussion and presentation.
• 5 years WFM experience, hands-on UKG Pro WFM or Workforce Central experience, familiarity with Managed Services or ticket-based support environments.
• 5+ years of workforce management consulting experience developing and executing workforce management implementations strategies.
• 5+ years of experience working with workforce management technologies and vendors including but not limited to labour forecasting, schedule optimisation, time keeping, budgeting and task management, vendor certifications.
• Familiarity with ticketing/support tools is an asset (they will be taught Axsium Connect) Salesforce (preferred).
• Deadline driven, confident, open to taking initiative, ability to multi-task and prioritise.
• Excellent organisational and leadership skills.
• Ability to guide clients using best practices.
• Domestic and International travel required.

Axsium is committed to providing accessibility for all persons with disabilities and will upon request, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. We will consult with applicants to ensure a suitable accommodation is provided. Axsium is an equal opportunity employer.