Delivery - Managed Services -Specialist, EMEA

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. First, we help our clients establish a realistic strategy and roadmap to reach their people-related goals. Second, we focus on streamlining and defining new processes to improve the way people work, their productivity and their impact on their organization. And third, we implement and support the technologies that help all levels of the organization achieve their objectives. WFM is all we do and our strategic approach to delivering WFM deployment services initiatives reflects this singular focus. 

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 United Kingdom. 

Axsium Employee Perks: 

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

Project delivery

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 the following ways, leading the Axsium team as needed:

Present and always conduct yourself 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 labor 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 priortise
Excellent organisational and leadership skills
Ability to guide clients using best practices
Domestic and International travel required 

#LI-REMOTE

Axsium is committed to providing accessibility for all persons with disabilities and will upon the 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.