Services Operations Specialist II

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

Description
The Project & Services Operations team supports Implementation Services across key operational workstreams, including PSA-related billing and revenue activities, credit request processing, customer invoicing, project setup and closure, month-end and year-end processing, and PSA system support.
The role partners closely with Operations team members, Implementation Services leaders, Finance, and Customer Experience stakeholders to ensure data accuracy, SLA adherence, compliance, operational efficiency, and alignment to financial goals.
Success in this role requires strong attention to detail, accuracy, analytical thinking, collaboration, problem-solving, and effective communication skills.

Core Workstreams & Responsibilities
1. Project Lifecycle Operations
• Complete project setup and closure activities for services projects within the PSA system.
• Ensure project data quality and accuracy throughout the project lifecycle.
• Coordinate with key stakeholders to resolve project-related issues and requests.
• Serve as a subject matter expert for project operational processes and system administration.
2. Billing, Credits & Revenue Operations
• Support end-to-end billing operations across recurring, milestone-based, fixed fee, and services-related billing activities.
• Apply knowledge of billing, invoicing, credit processing, and revenue operations to validate transactions, identify discrepancies, and support accurate financial outcomes.
• Assist with revenue-related reviews, adjustments, reconciliations, and controls to ensure alignment between operational activity and financial reporting requirements.
• Partner with Finance, Operations, IT, and business stakeholders to research billing exceptions, resolve process issues, and support timely close and revenue-related activities.
3. Operational Controls & Compliance
• Monitor PSA audit reports and field intake requests, completing corrective actions as required.
• Adhere to designated SLAs and proactively communicate risks to SLA achievement.
• Ensure compliance with operational processes, company standards, and financial controls.
• Maintain high standards of data integrity, quality, and operational accuracy.
4. Business Support & Stakeholder Partnership
• Manage shared operational inboxes related to PSA support, services credits, billing queries, and project setup/closure.
• Collaborate with Operations, Finance, Services Leadership, and Customer Experience teams to resolve issues and improve service delivery.
• Support MBRs, State of the Business reviews, and operational reporting activities.
• Act as a trusted operational partner and SME for Services Operations processes.
5. Continuous Improvement & Automation
• Review existing processes to identify opportunities for improvement, standardization, streamlining, and automation.
• Participate in process improvement initiatives, system enhancements, tool changes, and operational transformation activities.
• Identify recurring issues, propose solutions, and escalate unresolved or unusual problems as needed.
• Support adoption of AI, automation, and best practices to reduce manual effort and improve operational quality.
6. Team & Organizational Support
• Attend team calls, cross-functional discussions, and stakeholder reviews as required.
• Provide support across time zones and during critical month-end and year-end processing periods when needed.
• Perform additional duties as assigned in support of Services Operations objectives.

Knowledge, Skills & Qualifications
To perform this work successfully, an individual should be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and ability needed for this domain. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Bachelor’s degree or equivalent experience in Business, Computer Science, Operations, or a related field, or a minimum of 3+ yrs experience in a SaaS, Services, Operations, or Customer Experience environment.
• Experience using systems such as NetSuite OpenAir/PSA, Certinia, D365, Oracle, Salesforce, or similar platforms preferred.
• Experience in billing, invoicing, credits, revenue operations, or financial operations preferred.
• Ability to validate transactions, identify discrepancies, and support billing or revenue-related reconciliations.
• Working knowledge of operational controls, exception management, and financial data accuracy.
• Advanced proficiency in AI tools such as Copilot and ChatGPT, Microsoft Office applications including SharePoint, Word, Excel, Outlook, and PowerPoint, and other relevant tools.
• Strong relationship-building, influencing, communication, and stakeholder management skills.
• Ability to communicate effectively with stakeholders across all levels of the organization.
• Excellent written, verbal, and presentation skills, with strong grammar, spelling, and business writing capability.
• Well-organized and detail-oriented, with excellent follow-up skills and the ability to manage competing priorities and high-pressure deadlines.
• Demonstrated success in cross-functional collaboration and multi-tasking in a quickly changing work environment with a strong customer focus.
• Strong interpersonal skills for interacting with internal and external stakeholders, peers, and managers.
• Strict adherence to confidentiality requirements, with the ability to handle sensitive data with discretion.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]