Career Opportunity

Analyst, WFM

Ref #:



Information Technology







Company Description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Position Overview

Provide system support to a global Workforce Management System – UKG Kronos. Its core capabilities include time & attendance, leave management, scheduling system, schedule optimization, sales forecast, labor forecast, labor budgeting and workforce analytics. This system is used globally 24/7 by over 20,000 retail store and corporate users. It is a web-based application with upstream and downstream integration with various internal and external systems such as payroll provider.  


Essential Duties & Responsibilities

Technology & Industry Knowledge 

Act as the WFM  Kronos systems support and process expert  


WFM Kronos system support 

  •  Conduct the daily support for the WFM Kronos system and its integration to other corporate systems.  
  • Ensure high level customer satisfaction and compliance of the support SLA and IT process. 
  •  Prepare the KPI report for system support. 
  •  Prepare and maintain the system installation and support documentations. 
  •  Conduct training to users in order to reduce the number of system incidents. 
  •  Conduct regular dialogue within IT and business to share knowledge and field experiences in order to ensure continuous improvement of support and Services 


Change request: 

  •  Support the system change management cycle and related testing. 
  •  Ensure training has been conducted to the users on the new features. 

 Team Leadership: 

  •  Execute regular self-assessment and plan for the appropriate service improvement project and training programmes 
  •  Through excellent work, high professionalism and a focus on quality, promote WFM IT, as a key resource and strategic function for Polo Ralph Lauren  
  •  Ensure that regular and appropriate communication takes place within the team, regardless of their level or location in the organisation. 
  •  Ensure that all resources are managed and maintained to maximum business advantage. 

The analyst is expected to perform below 
  • Monitor and keep track on the WFM Kronos system tickets. 
  • Resolve system incidents from end-to-end individually. 
  • Perform system troubleshooting, which includes issue discoveryanalysis, testing and bug fixing. 
  • Gather user requirement and provide recommendation on ticket resolution. 
  • Design test cases; conduct unit testing and coach users in UAT. 
  • Take lead in bug fixing implementation and deliver results. 
  • Handle system enhancements which came from the incidents. 
  • Manage tickets counts and archive tickets resolution KPI.
  • Manage the incident log and keep track on the resolution progress. 
  • Manage and prioritize demands from global business on change and enhancement requests, consolidate and escalate to project team when it is needed. 
  • Enhance user satisfaction in application experience. 
  • Prepare documentation to keep good knowledge sharing in the team. 
  • Provide guidance and training to user in order to engage user to use the application effectively. 
  • Liaise with external vendors and global IT teams where appropriate to ensure timely resolution of issues requiring external support. 
  • Cooperate with the internal IT team to assist in the system infrastructure tasks, which includes server & database maintenance, patch installation and upgrades. 
  • Prepare the system support documentation. 
  • Maintain good record in the system infrastructure. 
  • Maintain internal IT and end user knowledge base. 
  • Compliance of all IT standards and Controls as related to Sarbanes Oxley. 
  • Identifying and investigating new technology opportunities. 

Must Have:
WFM Kronos WFC, Version8 + experience.
Willingness to work in shifts

Experience, Skills & Knowledge

  • Multiple years IT experience in handling user application support or projects 
  • Multiple  years experiences in Kronos Workforce Central product support and projects; preferable in version v8 or above 
  • Diploma or degree holder in Computer Science, Human Resources, Information Technology or relevant discipline 
  • Prior background in HR and attendance application is advantageous 
  • Working experience in organizations spread over many countries 
  • Full Project life-cycle management and IT change governance experience 
  • Strong focus on problem management to reduce number of reoccurring incidents. 
  • Good documentation skills. Ability to design/build requirement and test case templates 
  • Relevant Project Management methodology qualification 
  • Know how to use SQL management studio and write basic queries 
  • Knowledge in Microsoft server platform 
  • Knowledge in networking 
  • Experience in system administration 

Analyst, WFM