[Hiring] SmartCare Advisor @Align HCM Services

Role Description

We’re looking for a SmartCare Advisor to act as a strategic post-go-live partner for clients using UKG Pro. This role focuses on system optimization, client advisory, and ongoing support, bridging technical configuration with real business outcomes.

You’ll work closely with clients to maintain, enhance, and troubleshoot their UKG Pro environment, while proactively identifying opportunities for improvement across HR, payroll, and benefits processes. This role may also be assigned as a dedicated, embedded HRIS resource under a managed services engagement, providing day-to-day UKG support for a client’s HR team.

This is a client-facing, consultative role suited for someone who knows UKG Pro inside out and can confidently translate system capabilities into business value.

Qualifications

• 3+ years of hands-on experience with UKG Pro (Payroll & People)
• Experience in consulting, implementation, configuration, or support roles
• Strong knowledge of HR and payroll processes
• System testing methodologies
• Proven ability to manage multiple clients or priorities in a fast-paced environment
• Strong analytical and problem-solving skills
• Excellent communication skills (client-facing is a must)

Requirements

• Serve as the primary post-implementation partner for assigned clients
• Lead regular client touchpoints to review system performance, gaps, and optimization opportunities
• Build strong client relationships and drive overall customer satisfaction
• Facilitate consultative discussions on HR/payroll best practices and system utilization
• Perform configuration updates and enhancements within UKG Pro (Payroll & People modules)
• Analyze system performance and recommend improvements
• Support open enrollment (OE) and life event (LE) processes within benefits
• Apply testing methodologies for system updates, enhancements, and M&A activities
• Manage and triage client inquiries, ensuring timely resolution or escalation
• Troubleshoot system-related issues and provide clear, actionable solutions
• Maintain a proactive approach to identifying and resolving risks
• Meet timelines aligned with key deliverables and client expectations
• Create documentation, templates, and client-facing materials
• Support knowledge transfer for both internal teams and clients
• Act as a Subject Matter Expert (SME) for UKG Pro Payroll & HR
• Contribute to internal process improvements and team knowledge sharing
• Participate in team training and lead at least one session annually
• Support a collaborative, high-performance team environment
• Serve as a dedicated, full-time HRIS resource for assigned clients
• Follow the client's holiday schedule and provide occasional after-hours support as needed
• Provide email-based support to the client's HR team and end users during business hours
• Coordinate with the Align HCM SmartCare team to ensure services complement existing SmartCare Maintain Services
• Complete day-to-day configuration updates (e.g., pay codes, job titles)
• Troubleshoot and resolve complex payroll issues
• Provide support across the UKG Pro suite, including Payroll, ancillary products, WFM, and Benefits
• Manage UKG cases, including submission, tracking, and escalation through resolution
• Provide integration support
• Serve as Super User and Default Approver, triaging approvals as needed
• Develop and deliver general reporting (e.g., BI, Pro WFM)
• Identify and implement workflow improvements
• Conduct quarterly system optimization reviews with the client
• Manage UKG releases, including sandbox testing and feature adoption
• Monitor compliance and flag regulatory or process risks
• Provide year-end support and preparation
• Develop client documentation, including SOPs and user guidelines
• Provide knowledge transfer to client HR staff and end users

Benefits

• Competitive Compensation
• Health and Wellness Benefits
• Paid Time Off and Vacation Benefits
• Professional Development and Ongoing Training
• Career Growth Opportunities
• Remote Work Flexibility
• Supportive and Collaborative Work Environment

Company Description

Align HCM is an Equal Opportunity Employer. We celebrate the diverse backgrounds and perspectives of our Aligners and are committed to fostering a culture of diversity, equity, inclusion, and belonging. Employment decisions at Align HCM are made without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical or mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, or any other characteristic that makes our people unique.

We believe diversity fuels innovation and helps create a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. If you're excited about this role but don’t meet every qualification, we still encourage you to apply.