Technology Operations and Support Analyst, WFM at Ralph Lauren in Bangalore

Job Description

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:

* Work in a global IT team to manage a global Workforce Management System – UKG Kronos.
* Ensure the system to be operated properly to maintain the business as usual (BAU support)
* Being trained up to work in the global system enhancement projects.
* 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 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:
UKG Kronos Application Daily Operation Management:
• Manage the system operation to ensure the business as usual.
• Manage UKG Kronos system application support and being the process expert.
• Prepare the KPI report for system support to ensure high level customer satisfaction and compliance of the support SLA and IT process.
• Support integration between Kronos, upstream and downstream systems, including but not limited to: Payroll system, HR system, Reporting system, Appointment system, and extra.
• Communicate directly with the field engineers to ensure all necessary support is provided. UKG Kronos Application Enhancement Management:
• Manage projects for system automation, enhancement, and upgrade initiatives.
• Gather, prepare, and maintain system requirement, design, configuration and support documentations to handover to the Level 1 & Level 2 support team for long-term stable maintenance prospective.
• Manage the release management cycle and related testing, compliance of all IT standards and Controls as related to Sarbanes Oxley.
• Work in an agile approach (document light, discussion heavy, regular small releases, high business participation, focus on what matters most). UKG Kronos Application Infrastructure Management:
• Support to manage server landscape for the Kronos application
• Support in the infrastructure projects, such as new url rollout and load balancer migration
• Co-work with internal IT teams to keep system secure, stable and in good performance
• Provide ad hoc application infrastructure support, such as managing environment refresh, handling server alerts, sending masked database to vendor for troubleshooting, and extra. Continuous Improvement:
• Through excellent work, high professionalism, and a focus on quality, promote APAC-IT as a key resource and strategic function for Ralph Lauren Asia Pacific.
• Being trained up to manage the resources to maximum business advantage.
• Guide the team to execute regular self-assessment and plan for the appropriate service improvement and training programmes.
• Opportunity to identify and investigate in new technologies. Stakeholders Expectation and Training Management:
• Maintain internal IT and end user knowledge base for the application.
• Communicate where additional training to the users is needed to reduce support incidents.
• Conduct regular dialogue within IT and business departments to share knowledge and field experiences to ensure continuous improvement of support and services.
• To ensure training has been conducted for the users on the new features.
• To ensure that regular and appropriate communication takes place within the team, regardless of their level or location in the organization. Stakeholders:
• Global IT
• Regional IT
• Regional Business Departments
• Store Users
• External Vendors

Experience, Skills & Knowledge
1. Minimum 2 to 5 years’ experience in any UKG Kronos.

2. Database knowledge to write SQL queries and stored procedures.

3. Knowledge on the below UKG Kronos Modules mandatory:
•Time and Attendance(Timekeeper)
•Accruals
•Time clock devices (In Touch Clocks)
•Scheduling
•Workforce Integration Manager 4. Knowledge on the below UKG Kronos modules added benefit for the current role.
•Schedule optimization (Advanced scheduling)
•Forecasting (Volume and Labor )
•Operation Planner
•Analytics
•Attestation