Lead Services Incident Response Analyst

UKG (Ultimate Kronos Group)

Lead Services Incident Response Analyst

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Alpharetta – Georgia – United States, Atlanta – Georgia – United States, Lowell – Massachusetts – United States, Santa Ana – California – United States, Scottsdale – Arizona – United States, Weston – Florida – United States

Description & Qualifications


Be a part of a problem solving team, the Problem Resolution Team! Help drive awareness and order to multiple client impacting events. The Lead Incident Response Analyst role is service focused aiding peers, partners and customers to restore services as quickly as possible.

Creative and logical thinkers, they remove obstacles, provide root cause reporting and offer recommendations to multiple levels of leadership. The Lead Service Incident Response Analyst models best practices in Proactive Problem Management, incident response and escalation management. They drive collaboration, learning and process assurance.


Basic Qualifications:

• Experience with gathering incident details to assess the performance of systems and processes

• Experience collaborating with subject matter experts to refine processes and procedures that improve efficiencies

• Experience leading and communicating status updates on all outstanding problem incidents

• Experience reporting trends on risks, known issues and fully prevented problem incidents – monthly, quarterly or on an as-needed cadence

• Experience spearheading and overseeing resolution of issues from initiation to future prevention – ensuring consistent, and efficient follow-up, and documentation of process resolution, root cause and prevention

Preferred Qualifications:

•Strong analytical skills

•Excellent verbal and written communication skills

• Ability to accept ‘proactive’ problems from any contributor and add them to the problem database for assessment

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .

View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

Colorado, New York, Washington, and California Pay Law

The pay range for this position in Colorado, New York, Washington and California is $75,000 to $107,850, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.

Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.

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