CEDA -TMS - ICA - HR Team - HR case/knowledge admin, forms/workflow - Senior Associate - Operate

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. Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

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

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations. Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), 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
• & 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