Problem Resolution Specialist
Santa Ana, CA

Job Description

Ultimate Software is seeking a Problem Resolution Specialist in Weston or Santa Ana to work on the Select Services Problem Resolution Team. The candidate will assist in the identification and prevention of multiple customer impacting events. The primary goal of the team is to minimize the impact of these events and prevent future incidents from happening. The Problem Resolution specialist must be capable of investigating complex and often conflicting information, assists in determining a course of action and securing commitment from internal teams to deliver improvements.

Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's Best Places to Work in Technology for 2019 and #8 on the 100 Best Companies to Work For list in 2019. Ultimate is also ranked #1 on Fortune's 75 Best Workplaces for Women and #5 on its Best Workplaces for Diversity list.

Primary/Essential Duties and Key Responsibilities:

* Proactively review problems from various Select Services departments and add them to the problem database for assessment
* Assists in the investigation and resolution of issues from initiation to future prevention - ensuring consistent, and efficient follow-up, detailed documentation of issues, resolution, root cause and prevention
* Review incident details using given methodology to assess the performance of internal processes
* Maintain problem database with relevant entries through standard case management practices
* Provide status updates on all outstanding problem incidents

Required Qualifications:

* Strong analytical skills
* Working experience within Service Delivery and Operations Management frameworks
* Ability to interpret data and provide insightful feedback
* Good working knowledge of MS-Office and reporting tools
* High sense of urgency with the ability to multitask in a fast-paced environment
* Team oriented
* Positive team player attitude with excellent verbal and written communication skills
* High degree of organizational skills
* Self-motivated and willing to "do what it takes" to get the job done

(Experience, Education, Certification, License and Training)

* Bachelor's Degree
* 2+ years experience in Incident/Problem Resolution or Process Improvement

Preferred Qualifications:

* Six Sigma, Change Management, ITIL Certifications is a plus
* Knowledge of UltiPro HRMS and Payroll products is a plus
* Knowledge of CRM tools (Salesforce and JIRA)

Physical Requirements:

* No unique physical demands are required for this job.

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

Ultimate Software will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company's online employment application, please contact careers@ultimatesoftware.com.