The Hackett Group Inc. · 3 months ago
Techno Functional Application Support Lead
FL, United States
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expThe Hackett Group Inc. is seeking a Techno Functional Application Support Lead to provide production support for Workforce Software modules. The role involves managing a global support team, resolving production tickets, and mentoring staff while ensuring high-quality support and adherence to security protocols.
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Responsibilities
Production support project experience – understanding the support ticket lifecycle, deployment process, Upgrades testing etc
Effectively engage with global staff and clients in a variety of timezones
Overall 8+ years of WFS implementation and/or support experience in all 3 module areas: Time, Scheduling, and Attendance
Responsible for resolving production tickets, patch testing, change requests, cyclical maintenance activities and campaigns, small to medium scale projects. Must be able to gather detailed requirements, conduct detailed and complex analysis and communicate problem statements and findings in a clear and concise manner
Must be able to assign and direct staff workload to ensure team is fully utilized and provide high quality support
Act as a mentor and coach to train support staff on both system technical and functional solutions as well as soft-skills like written and verbal communication
Responsible to keep up to date on Oracle innovations and present impact analysis or recommendations to clients
Working collaboratively to manage the System Admin and Security functions designated following procedure to enforce all security protocols
Should be able to perform Unit test all high level functionality including staging test scenarios and do Unit test all technical objects prior to delivery to client by documenting test results
Ability to develop SOPs for all support processes
Ability to analyze and resolve technical queries during tickets resolution by providing functional and technical guidance to support team
Should be able to establish or enhance existing support processes to ensure best practice adherence by the support team including a periodic release impact analysis and testing approach as well a change management/deployment play book
Qualification
Required
Overall 8+ years of WFS implementation and/or support experience in all 3 module areas: Time, Scheduling, and Attendance
Production support project experience – understanding the support ticket lifecycle, deployment process, Upgrades testing etc
Responsible for resolving production tickets, patch testing, change requests, cyclical maintenance activities and campaigns, small to medium scale projects
Must be able to gather detailed requirements, conduct detailed and complex analysis and communicate problem statements and findings in a clear and concise manner
Must be able to assign and direct staff workload to ensure team is fully utilized and provide high quality support
Act as a mentor and coach to train support staff on both system technical and functional solutions as well as soft-skills like written and verbal communication
Responsible to keep up to date on Oracle innovations and present impact analysis or recommendations to clients
Working collaboratively to manage the System Admin and Security functions designated following procedure to enforce all security protocols
Should be able to perform Unit test all high level functionality including staging test scenarios and do Unit test all technical objects prior to delivery to client by documenting test results
Ability to develop SOPs for all support processes
Ability to analyze and resolve technical queries during tickets resolution by providing functional and technical guidance to support team
Should be able to establish or enhance existing support processes to ensure best practice adherence by the support team including a periodic release impact analysis and testing approach as well a change management/deployment play book
Must have deep experience in creating and editing complex policies
Must have an thorough understanding of Job Scheduling features in addition to Time and Attendance
Must qualify for SuperUser Access per WFS certification requirements
Willing to work on challenging production support projects
Must have efficient and effective communication skills both written and verbal and be able to comfortably engage directly with clients on detailed technical discussion
Experience in working with Onshore/NSA/Offshore model
Experience with Security and granting access
Experience with complex deployment process and quality assurance
Communication skills must be excellent
Must be willing to work after hours on Sev1/P1 issues as they come in
Preferred
Familiarity with ITIL methodology
Have exposure to WFS reporting tools/Crystal Report development
Have exposure to interface development
Should understand business objectives and organization structure
The candidate must have strong work ethics, trustworthiness and self-confidence
The candidate should work accurately with good attention to detail by maintaining confidentiality and integrity
Ability to work under pressure to achieve the multiple daily deadlines for client deliverables, with a mature approach
Should possess good interpersonal and communication skills
Should have a positive attitude
Ability to quickly learn and train others on new technologies
Must be interested in the collective team's success and willing to support others where needed
Company
The Hackett Group Inc.
The Hackett Group, Inc. (NASDAQ: HCKT) is a Gen AI strategic consulting and executive advisory firm that enables Digital World Class® performance.
501-1000 employees
H1B Sponsorship
The Hackett Group Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (13)
2023 (10)
2022 (8)
2021 (18)
2020 (22)
Funding
Current Stage
Public CompanyTotal Funding
unknown1998-05-22IPO
Leadership Team
Michael Barry
Director
Recent News
Morningstar.com
2025-12-09
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