CEDA -TMS – ICA – HR Team – Timekeeping and scheduling analysts, rules config – Associate – Operate Full Time NEW

At PwC, our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations, reduce costs, and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management, technology, and process optimization to deliver high-quality services to clients. Those in managed service management and strategy at PwC will focus on transitioning and running services, along with managing delivery teams, programmes, commercials, performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process, tools and services.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm’s code of conduct and independence requirements.

Job Title: Senior Associate – HR Service Delivery (HRSD) Analyst (UKG)

Line of Service: Managed Services

Industry/Sector: Healthcare

Specialism: HR Technology – Service Delivery

Management Level

Senior Associate

Job Description & Summary

A career within PwC Managed Services will provide you with the opportunity to support clients in transforming and running digital HR service delivery operations, improving employee experience, service efficiency, and operational control.

As a Senior Associate, you will support UKG HR Service Delivery (HRSD) capabilities including case management, knowledge management, and HR workflows/forms, ensuring efficient, SLA-driven HR operations. You will play a key role in maintaining HR service portals, automating workflows, and enabling consistent, compliant employee support, while contributing to transition and stabilization from incumbent environments.

Responsibilities

As a Senior Associate, you’ll work as part of a team of problem solvers with extensive consulting and industry experience, helping our clients solve complex business issues from strategy to execution. Specific responsibilities include:

• Provide L2/L3 support for UKG HRSD modules (case management, knowledge base, employee service portal)
• Manage and resolve HR cases, service requests, and escalations in line with defined SLAs
• Configure and maintain HR forms, workflows, and approval processes
• Create, update, and govern knowledge articles to improve self-service and case deflection
• Monitor and improve HR service delivery metrics (case volumes, resolution time, backlog)
• Ensure data accuracy, audit readiness, and compliance (PII/PHI handling)
• Collaborate with HR, payroll, and IT teams to streamline end-to-end HR processes
• Support integration touchpoints with HRIS and downstream systems
• Participate in transition, knowledge transfer, and documentation uplift from incumbent vendor
• Identify opportunities for automation, standardization, and continuous improvement

Skills And Experience

• 4–8+ years of experience in HR Service Delivery / HR Operations / HRIS support
• Hands-on experience with UKG HR Service Delivery (or similar platforms like ServiceNow HRSD)
• Strong understanding of:
• HR case management and shared services model
• Knowledge management and content governance
• HR workflows, forms, and process automation
• Experience working in ticketing tools and SLA-driven environments
• Familiarity with HR data privacy, security, and compliance (PII/PHI)
• Strong analytical, problem-solving, and stakeholder communication skills

Preferred Knowledge/Skills

• Experience in healthcare HR environments or regulated industries
• Exposure to HRIS platforms (UKG Core HR, Payroll, Benefits)
• Understanding of integration patterns (APIs, data flows)
• Experience in transition and managed services delivery models

PwC Professional Skills And Responsibilities

PwC Professional skills and responsibilities for this management level include but are not limited to:

• Use feedback and reflection to develop self-awareness and technical capabilities
• Demonstrate critical thinking and problem-solving in HR service operations
• Handle, manipulate, and analyse HR operational data responsibly
• Communicate confidently in a clear, concise, and professional manner
• Uphold the firm’s code of ethics and business conduct, especially around sensitive HR data