SmartCare Advisor

Align HCM Services•Toronto, ON

4d•Remote

About The Position

The SmartCare Advisor serves as a strategic post-go-live partner for clients using UKG Pro, focusing on system optimization, client advisory, and ongoing support. The role bridges technical configuration with business outcomes and works with clients to maintain, enhance, and troubleshoot their UKG Pro environments while identifying opportunities to improve HR, payroll, and benefits processes. The position may also involve serving as a dedicated, embedded HRIS resource for a client under a managed services engagement. This client-facing, consultative role supports UKG Pro Payroll and People, including configuration, issue resolution, testing, benefits processes, reporting, integrations, UKG cases, release management, compliance monitoring, and year-end preparation. The advisor develops documentation, supports knowledge transfer, contributes to internal process improvement and team learning, and coordinates with the Align HCM SmartCare team. The position is remote and follows US Eastern Time business hours, Monday through Friday. Occasional after-hours support may be needed for dedicated client assignments.

Requirements

At least 3 years of hands-on experience with UKG Pro Payroll and People.
Experience in consulting, implementation, configuration, or support roles.
Strong knowledge of HR and payroll processes.
Knowledge of system testing methodologies.
Ability to manage multiple clients or priorities in a fast-paced environment.
Strong analytical and problem-solving skills.
Excellent communication skills and ability to work directly with clients.

Nice To Haves

Experience with Core Benefits, Benefits Administration, or Benefits Hub.
Experience with reporting and analytics within UKG Pro.
UKG Pro Payroll and People certification.
Experience with system integrations.
Exposure to US or Canadian payroll environments.

Responsibilities

Serve as the primary post-implementation partner for assigned clients and lead regular touchpoints on system performance, gaps, and optimization opportunities.
Build client relationships, support customer satisfaction, and facilitate consultative discussions about HR and payroll best practices and system use.
Configure and enhance UKG Pro Payroll and People, including day-to-day updates such as pay codes and job titles.
Analyze system performance and recommend or implement improvements.
Support benefits open enrollment and life event processes.
Apply testing methodologies to system updates, enhancements, and merger and acquisition activities.
Manage, triage, troubleshoot, and resolve client inquiries and system issues, escalating when necessary.
Meet timelines aligned with deliverables and client expectations.
Create client-facing materials, documentation, templates, SOPs, and user guidelines.
Support knowledge transfer for internal teams, client HR staff, and end users.
Act as a subject matter expert for UKG Pro Payroll and HR, contribute to internal process improvement and knowledge sharing, and lead at least one team training session annually.
For dedicated client support assignments, provide day-to-day HRIS system maintenance, management, and support as a full-time resource.
Provide email-based support to client HR teams and end users during business hours, follow the client's holiday schedule, and provide occasional after-hours support as needed.
Coordinate with the Align HCM SmartCare team so services complement existing SmartCare Maintain Services.
Support UKG Pro suite products, including Payroll, ancillary products, WFM, and Benefits.
Manage UKG cases from submission through tracking, escalation, and resolution.
Provide integration support and serve as Super User and Default Approver, triaging approvals as needed.
Develop and deliver general reporting, including BI and Pro WFM reporting.
Conduct quarterly system optimization reviews, manage UKG releases including sandbox testing and feature adoption, monitor compliance, flag regulatory or process risks, and provide year-end support and preparation.