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

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 

Job Description & 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