Application Business Architect - Legion

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About the Job

Legion Architect / SME: Looking for a senior WFM architect (10+ yrs UKG WFM & Min 1+ yr in Legion) to lead own end‑to‑end application support, drive operational excellence, and act as the functional and technical expert for the Legion platform.

The role involves leading production support and operations primarily in the USA market, while also playing a consultative role for other markets and guiding business teams on best practices and configuration improvements.

Key processes: Legion forecasting, scheduling, timekeeping, labor compliance, and integrations. US labor compliance knowledge is required.

Responsibilities

Leadership & Governance

• Proven experience in leading AMS teams
• Lead L2/L3 AMS support team for Legion WFM.
• Act as the primary SME and escalation point for all critical issues.
• Define and enforce support processes, SLAs, KPIs, and governance frameworks.
• Drive continuous service improvement and automation initiatives.
• Coordinate with vendor (Legion) for product issues and escalations.
• Must have large multi‑country WFM experience with good stakeholder communication skills.

Application Support

• Lead and provide L2/L3 support for Legion WFM application.
• Lead resolution of major incidents and production issues within SLA timelines.
• Conduct deep root cause analysis (RCA), implement permanent fixes, and implement preventive measures.
• Provide executive‑level reporting on system performance, incidents, and improvements.

Workforce Management Operations

• Support scheduling, forecasting, labor optimization, and time‑tracking modules in Legion.
• Assist business users with configuration, workforce rules, and schedule adjustments.
• Handle employee data, shift patterns, and workforce analytics issues.
• Guide testing, deployment, and stabilization activities.