HR Technical Support Analyst

  Texas, Dallas-Fort Worth-Arlington


   Job Order
Posted Date
Monday, November 18, 2019

HR Technical Support Analyst
12 Month+ Contract
Location: Addison, Texas

Exciting new job opening for an HR Technical Support individual to join our team and work on-site at our client's global HQ's in Addison. This individual will have the opportunity to work in the HR digital space with mobile platforms! This role will be working as part of the Digital HR team and be responsible for day-to-day technical HR Systems support case management and cross module, internal business support inquiries. This role will also assist with troubleshooting of complex functionality to ensure the stability and continuity of the system and mobile platforms. The ideal candidate will have a college degree in Computer Science and have some technical support experience and a passion for troubleshooting technical areas and growing his or her software technical support skills.

o Working on a team of 5 to handle Tier 2 and above HRIS system issues (please note: this is not an HR shared services team - we do not handle HR issues, but rather system issues)
o Troubleshoot system "Error Messages"
o Run In-system diagnostics
o Run SQL query, uploading HCM Data Loader files
o Triage and manage escalated support cases. Work with the business, functional, and technical resources to resolve and close tickets
o Intake and log support cases into an electronic ticketing system (ServiceNow)
o Communicate status & resolution to business stakeholders and management
o Analyze metrics and perform case trend analysis. Generate reports for the business and support leadership based on this analysis
o Optimize our dashboard and report capabilities
o Understand the system cycle from end user processes to back-end configurations
o Delegate incidents to proper support team members and manage/triage shared information to maximize team efficiency
o Coordinate with Release Manager for release changes to production
o Maintain close coordination with Functional Owners; work with relevant leads to balance workload across resources/technology and application
o Work with the team to schedule and provide 24/7 'on call' support
o Provide input to further define workflows, escalation triggers, and case routing

Required Skills:
o At least 2 years professional work experience in corporate environment in a technical HR Software support role, ideally with Oracle HCM
o Experience supporting Service Now's HR Case Management module
o Weekly Audit of pending transactions and reaching out to Team Members to prevent transactions from becoming stale
o Work collaboratively with partners and stakeholders in strategy/project initiation, architecture, requirements analysis, design, and systems integration activities.
o Conduct application workflow assessments, review tests results, and implement process improvements.
o Strong communication and organizational skills
o Flexibility and ability to handle changing environments and priorities
o Professionalism while managing high priority and escalated support cases
o Familiarity with Global HCM applications

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