SmartCare Advisor at Align HCM Services

Canada

<p><span style="color: #000000;">We&rsquo;re looking for a <strong>SmartCare Advisor</strong> to act as a strategic post-go-live partner for clients using&nbsp;UKG Pro. This role focuses on system optimization, client advisory, and ongoing support, bridging technical configuration with real business outcomes.</span></p> <p><span style="color: #000000;">You&rsquo;ll work closely with clients to maintain, enhance, and troubleshoot their UKG Pro environment, while proactively identifying opportunities for improvement across HR, payroll, and benefits processes. This role may also be assigned as a dedicated, embedded HRIS resource under a managed services engagement, providing day-to-day UKG support for a client&rsquo;s HR team.</span></p> <p><span style="color: #000000;">This is a&nbsp;<strong>client-facing, consultative role</strong>&nbsp;suited for someone who knows UKG Pro inside out and can confidently translate system capabilities into business value.</span></p> <p><span style="color: #000000;"><strong>Primary Duties &amp; Key Responsibilities</strong></span></p> <p><span style="color: #000000;"><strong>Client Partnership &amp; Advisory</strong></span></p> <ul> <li><span style="color: #000000;">Serve as the primary post-implementation partner for assigned clients</span></li> <li><span style="color: #000000;">Lead regular client touchpoints to review system performance, gaps, and optimization opportunities</span></li> <li><span style="color: #000000;">Build strong client relationships and drive overall customer satisfaction</span></li> <li><span style="color: #000000;">Facilitate consultative discussions on HR/payroll best practices and system utilization</span></li> </ul> <p><span style="color: #000000;"><strong>System Optimization &amp; Configuration</strong></span></p> <ul> <li><span style="color: #000000;">Perform configuration updates and enhancements within UKG Pro (Payroll &amp; People modules)</span></li> <li><span style="color: #000000;">Analyze system performance and recommend improvements</span></li> <li><span style="color: #000000;">Support open enrollment (OE) and life event (LE) processes within benefits</span></li> <li><span style="color: #000000;">Apply testing methodologies for system updates, enhancements, and M&amp;A activities</span></li> </ul> <p><span style="color: #000000;"><strong>Issue Resolution &amp; Support</strong></span></p> <ul> <li><span style="color: #000000;">Manage and triage client inquiries, ensuring timely resolution or escalation</span></li> <li><span style="color: #000000;">Troubleshoot system-related issues and provide clear, actionable solutions</span></li> <li><span style="color: #000000;">Maintain a proactive approach to identifying and resolving risks</span></li> </ul> <p><span style="color: #000000;"><strong>Delivery &amp; Execution</strong></span></p> <ul> <li><span style="color: #000000;">Meet timelines aligned with key deliverables and client expectations</span></li> <li><span style="color: #000000;">Create documentation, templates, and client-facing materials</span></li> <li><span style="color: #000000;">Support knowledge transfer for both internal teams and clients</span></li> </ul> <p><span style="color: #000000;"><strong>Collaboration &amp; Internal Contribution</strong></span></p> <ul> <li><span style="color: #000000;">Act as a Subject Matter Expert (SME) for UKG Pro Payroll &amp; HR</span></li> <li><span style="color: #000000;">Contribute to internal process improvements and team knowledge sharing</span></li> <li><span style="color: #000000;">Participate in team training and lead at least one session annually</span></li> <li><span style="color: #000000;">Support a collaborative, high-performance team environment</span></li> </ul> <p><span style="color: #000000;"><strong>HRIS Managed Services (Dedicated Client Support)</strong></span></p> <ul> <li><span style="color: #000000;">Serve as a dedicated, full-time HRIS resource for assigned clients, performing HRIS functions for UKG products including system maintenance, management, and support</span></li> <li><span style="color: #000000;">Follow the client's holiday schedule and provide occasional after-hours support as needed</span></li> <li><span style="color: #000000;">Provide email-based support to the client's HR team and end users during business hours</span></li> <li><span style="color: #000000;">Coordinate with the Align HCM SmartCare team to ensure services complement existing SmartCare Maintain Services</span></li> </ul> <p><span style="color: #000000;"><strong>Day-to-Day Operations &amp; System Support</strong></span></p> <ul> <li><span style="color: #000000;">Complete day-to-day configuration updates (e.g., pay codes, job titles)</span></li> <li><span style="color: #000000;">Troubleshoot and resolve complex payroll issues</span></li> <li><span style="color: #000000;">Provide support across the UKG Pro suite, including Payroll, ancillary products, WFM, and Benefits</span></li> <li><span style="color: #000000;">Manage UKG cases, including submission, tracking, and escalation through resolution</span></li> <li><span style="color: #000000;">Provide integration support</span></li> <li><span style="color: #000000;">Serve as Super User and Default Approver, triaging approvals as needed</span></li> </ul> <p><span style="color: #000000;"><strong>Reporting, Optimization &amp; Compliance</strong></span></p> <ul> <li><span style="color: #000000;">Develop and deliver general reporting (e.g., BI, Pro WFM)</span></li> <li><span style="color: #000000;">Identify and implement workflow improvements</span></li> <li><span style="color: #000000;">Conduct quarterly system optimization reviews with the client</span></li> <li><span style="color: #000000;">Manage UKG releases, including sandbox testing and feature adoption</span></li> <li><span style="color: #000000;">Monitor compliance and flag regulatory or process risks</span></li> <li><span style="color: #000000;">Provide year-end support and preparation</span></li> </ul> <p><span style="color: #000000;"><strong>Documentation &amp; Knowledge Transfer</strong></span></p> <ul> <li><span style="color: #000000;">Develop client documentation, including SOPs and user guidelines</span></li> <li><span style="color: #000000;">Provide knowledge transfer to client HR staff and end users</span></li> </ul> <p><span style="color: #000000;"><strong>Required Qualifications</strong></span></p> <ul> <li><span style="color: #000000;">3+ years of hands-on experience with UKG Pro (Payroll &amp; People)</span></li> <li><span style="color: #000000;">Experience in consulting, implementation, configuration, or support roles</span></li> <li><span style="color: #000000;">Strong knowledge of:</span> <ul> <li><span style="color: #000000;">HR and payroll processes</span></li> <li><span style="color: #000000;">System testing methodologies</span></li> </ul> </li> <li><span style="color: #000000;">Proven ability to manage multiple clients or priorities in a fast-paced environment</span></li> <li><span style="color: #000000;">Strong analytical and problem-solving skills</span></li> <li><span style="color: #000000;">Excellent communication skills (client-facing is a must)</span></li> </ul> <p><span style="color: #000000;"><strong>Preferred Qualifications (Nice-to-Have)</strong></span></p> <ul> <li><span style="color: #000000;">Experience with:</span> <ul> <li><span style="color: #000000;">Core Benefits, Benefits Administration or Benefits Hub</span></li> <li><span style="color: #000000;">Reporting and analytics within UKG Pro</span></li> <li><span style="color: #000000;">UKG Pro Payroll &amp; People Certification</span></li> <li><span style="color: #000000;">System integrations</span></li> </ul> </li> <li><span style="color: #000000;">Exposure to US or Canadian payroll environments (either is fine, both not required)</span></li> </ul> <p><span style="color: #000000;"><strong>Ideal Candidate Profile</strong></span></p> <p><span style="color: #000000;">You&rsquo;re not just clicking around UKG, you actually understand&nbsp;<strong>how HR/payroll workflows should work</strong>&nbsp;and how to make the system support that. You&rsquo;re comfortable talking to clients, solving messy real-world problems, and making systems better over time.</span></p> <h5 data-pm-slice="1 1 []"><span style="color: #000000;"><strong>Why Align HCM?</strong></span></h5> <ul> <li> <p><span style="color: #000000;"><strong>Impact:</strong> Help organizations simplify HR and payroll processes and improve the employee experience for thousands of employees.</span></p> </li> <li> <p><span style="color: #000000;"><strong>Growth:</strong> Continuous learning opportunities and the chance to deepen your UKG and Dayforce expertise.</span></p> </li> <li> <p><span style="color: #000000;"><strong>Flexibility:</strong> Remote-first work environment with the tools and support you need to succeed from anywhere.</span></p> </li> <li> <p><span style="color: #000000;"><strong>Collaboration:</strong> Work alongside experienced consultants and a team that values knowledge-sharing and problem-solving.</span></p> </li> <li> <p><span style="color: #000000;"><strong>Variety:</strong> Work with different clients, industries, and business challenges&mdash;no two engagements are exactly alike.</span></p> </li> </ul> <h5><span style="color: #000000;"><strong>Benefits &amp; Perks</strong>&nbsp;</span></h5> <p data-pm-slice="1 3 []"><span style="color: #000000;">Align HCM is committed to supporting the well-being and professional growth of our remote team. We offer:&nbsp;</span></p> <ul> <li> <p><span style="color: #000000;">Competitive Compensation</span></p> </li> <li> <p><span style="color: #000000;">Health and Wellness Benefits</span></p> </li> <li> <p><span style="color: #000000;">Paid Time Off and Vacation Benefits</span></p> </li> <li> <p><span style="color: #000000;">Professional Development and Ongoing Training</span></p> </li> <li> <p><span style="color: #000000;">Career Growth Opportunities</span></p> </li> <li> <p><span style="color: #000000;">Remote Work Flexibility</span></p> </li> <li> <p><span style="color: #000000;">Supportive and Collaborative Work Environment</span></p> </li> </ul> <h5 data-pm-slice="1 1 []"><span style="color: #000000;"><strong>Schedule</strong>&nbsp;</span></h5> <p><span style="color: #000000;">This position follows US Eastern Time (ET) business hours, Monday through Friday.&nbsp;</span></p> <h5><span style="color: #000000;"><strong>Location</strong>&nbsp;</span></h5> <p><span style="color: #000000;">Remote &ndash; Open to qualified candidates based in the <strong>United States, Canada, and the Philippines</strong>.</span></p> <p><span style="color: #000000;">&nbsp;</span></p> <p><span style="color: #000000;"><strong><em>Align HCM is an Equal Opportunity Employer.</em></strong></span><br /><span style="color: #000000;"><em>We celebrate the diverse backgrounds and perspectives of our Aligners and are committed to fostering a culture of diversity, equity, inclusion, and belonging. Employment decisions at Align HCM are made without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical or mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, or any other characteristic that makes our people unique.</em>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span></p> <p><span style="color: #000000;"><em>We believe diversity fuels innovation and helps create a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. If you're excited about this role but don&rsquo;t meet every qualification, we still encourage you to apply.</em>&nbsp;&nbsp;&nbsp;&nbsp;</span></p> <p><span style="color: #000000;">&nbsp;</span></p>