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Technology Operations and Support Analyst, WFM , Bangalore , India (Onsite)
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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.
Our journey is one of constant movement, evolution and innovation. See what's exciting our teams now!
https://www.ralphlauren.com/ | http://corporate.ralphlauren.com/
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
The Technology Operations and Support Analyst, WFM, will join our Global WFM function to optimize UKG Kronos, collaborating with engineers and stakeholders for maintaining and enhancing retail WFM applications, driving performance and efficiency, and working closely with a diverse team to advance workforce management capabilities.
- Work in a global IT team to manage a global Workforce Management System - UKG Kronos.
- Provide ongoing BAU (Business-As-Usual) support to ensure seamless system operations.
- Developing skills to contribute to global system enhancement initiatives.
- UKG Kronos 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 our retail stores 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
WFM (UKG Kronos) Application Operations & Maintenance:
- Manage daily operations and maintenance of WFM (UKG Kronos), ensuring seamless business-as-usual (BAU) operations and optimal system performance.
- Provide expert-level application support and subject-matter-expertise (SME), tracking and enhancing key performance indicator (KPIs) reports to drive high store associate satisfaction, SLA compliance, and adherence to IT processes.
- Work schedule: This role requires working in shifts to maintain 5-day coverage for IT WFM operations.
Application Enhancements & Projects: Deliver UKG Kronos system enhancements through continuous improvement initiatives, automation, upgrades, and process optimization. Develop and maintain comprehensive documentation for system requirements, design, and support. Ensure compliant release management, adhering to IT standards and regulations. Employ an agile approach, facilitating collaborative discussions, incremental releases, and stakeholder engagement to achieve prioritized business objectives.
Application Infrastructure Management: Support the UKG Kronos application infrastructure, encompassing server landscape management, infrastructure projects (URL rollouts, load balancer migrations), and collaboration with IT teams to ensure security, stability, and performance. Provide ad-hoc support for environment refreshes, server alerts, database provisioning, and other infrastructure-related tasks in collaboration with IT infrastructure, platform teams, and partners.
Continuous Improvement: Drive IT continuous improvement initiatives by delivering quality, and expertise, positioning the team as a strategic CoE for Ralph Lauren.
Change and Training: Analyze and support stakeholder change and training needs for the UKG Kronos application, contributing to the development of a knowledge base and targeted training to optimize support efficiency. Collaborate with IT and business to gather feedback, recommend improvements, and ensure seamless communication. Deliver training sessions on new features, troubleshoot user issues, and provide expert application guidance. Develop strong working relationships with key stakeholders, including Global IT, Regional IT, Business Departments, Store Users, and IT and Product Partners, to ensure alignment and effective issue resolution.
Experience, Skills & Knowledge
- 2+ years of relevant experience in Workforce Management (WFM) application maintenance and operations, specifically with UKG Kronos.
- Strong WFM foundation: Understanding of workforce management principles, practices, and industry trends.
- Analytical expertise: Excellent analytical, problem-solving, and communication skills.
- Collaborative mindset: Ability to work independently and collaboratively.
- Proficiency in the following UKG Kronos modules: Time and Attendance (Timekeeper), Accruals, Time clock devices (In Touch Clocks), Scheduling and Workforce Integration Manager
