HR Systems and Workforce Analyst

Service Delivery Manager

Senior Proactive Engineer

Overview: <ul><li>The HR Technology and Integration (T&amp;I) organization was established as part of the HR team’s journey through digital transformation.&nbsp;</li><li>Working as part of our Global HR Technology &amp; Integration team this role to Build, implement and improves global HR systems, data, reporting and analytics platform.&nbsp;</li><li>As a product owner you will Develop and improve existing HR systems in partnership with our Global Talent Rewards &amp; HR Services teams to meet business requirements.</li></ul> Responsibilities: <ul><li>Act as a Global Product Owner to support our Global Total Rewards systems &amp; development.</li><li>Partner closely with our Global Total Rewards team to provide product knowledge &amp; solutions.</li><li>Proactively recommend solutions and ideas to help address technical problems that hinder productivity within Total Rewards.</li><li>Collaborates with Total rewards business teams to analyse requirements, develops and implements various solutions &amp; procedures.</li><li>Provides expertise in the analysis, design, development, and implementation of our Global HRIS system &amp; applications.</li><li>Streamline &amp; continuously improve system configuration to support Global Total Rewards team</li><li>Research solutions to support HR programs and processes.</li><li>Acts as a liaison with IT (Internal &amp; External) on technical issues and projects requiring data integration and other technical support.</li><li>Troubleshoots production issues, including problem research and analysis, and performing steps for resolution.</li><li>Documents system specifications, configurations, processes and procedures.</li><li>Partners with IT, HR and business to ensure effective use of methodologies and communication of test strategies, test results and performance through testing teams</li><li>Audits and reviews changes within HRIS to ensure proper controls and separation of duties and assists in establishing new controls, as needed.</li><li>Contributes to training program development and provides Tier 3 end-user support. Partners with COE’s &amp; Shared Services on enhancements, new rollouts, etc.</li><li>Works with external vendors and other service providers to ensure the efficient, accurate, and timely exchange of information</li></ul> Requirements: <ul><li>Bachelor degree (or equivalent); advanced degree preferred.</li><li>Typically requires minimum of 5+ years of SuccessFactors experience with end to end implementation projects</li><li>SuccessFactors certification with experience and expertise in modules like Compensation and Variable Pay</li><li>Hands on experience with SuccessFactors Employee Central (EC)</li><li>Candidate should ideally have been experience in at least 1 previous global / regional implementation • Provided recommendations with half-yearly and periodic system updates</li><li>Ability to communicate recommendations and solutions to non-technical clients and end users.</li><li>Experience building and executing test scripts for HR information system upgrades and enhancements. • Desired ITIL Service Management Certified</li><li>Advanced proficiency in MS Office, especially Excel</li></ul>

Responsibilities: Manage Relationship with business on Run service: <ul><li>In charge of Run activities for applications or services and conduct business review with business representatives</li><li>Manage escalation from business teams and ensure business continuity and follow till closure</li><li>Manage dependencies and trigger hierarchical escalation protocol as needed ("pending by user, awaiting vendor status" tickets etc.)</li><li>Own critical outbound communications from IT with business</li><li>Conduct or collaborate with BRM for demand management for minor evolutions in alignment with build teams</li><li>Track and ensure business satisfaction and take necessary action to improve CSAT progressively</li><li>Contribute to larger community of SDM and ITSM Process Owner.</li><li>Onboard other scope into service as the organization is moving to Platform organization.</li></ul> Monitor and control service delivery: <ul><li>Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review</li><li>Review ticket backlog (especially aging tickets) on regular basis and prioritize as per SLA commitments when applicable</li><li>Track, analyze and report metrics (SLA and KPI) and take corrective actions as needed for service excellence</li><li>Work with Application management service partner to generate actionable insights to improve system availability and performance</li><li>Ensure Knowledge Mgmt. and build to run practices are followed and regularly conduct audits</li><li>Recommend, monitor, and ensure continuous improvement activities are delivered by AMS teams</li><li>Increase the ITIL compliance for all services delivered by teams (incident, problem, change.)</li><li>Review global process KPIs using power BI dashboard for process excellence and draft process improvement suggestions</li><li>Lead change management including process governance, CAB &amp; quality control.</li></ul> Requirements: <ul><li>High level of business orientation</li><li>Proactive and process mindset</li><li>Solid IT process knowledge with very good ITIL understanding</li><li>Practical knowledge and experience on IT process development and service roll outs</li><li>Strong experience in supplier collaboration with offshoring model (located in India)</li><li>Demonstrated ability to communicate effectively with different stakeholders (both written and oral).</li><li>Ability to operate in a large and complex organization which is transformation to become more professional.</li><li>Strong Change Management skills</li><li>Excellent problem solving &amp; team collaboration skills</li><li>Experience on SAP function modules (FICO, SD, MM, WM)</li><li>Proven 6+ years working experience as an IT service delivery manager or coordinator</li><li>Knowledge of IT Service Management ITIL EXPERT certification will be appreciated)</li><li>Proven track record in IT/IS Project Management (PMI, Prince 2 certification will be appreciated) including coordination of various teams and service providers</li><li>Experience on SAP (SRM, ABAP, GRC)</li><li>Proficiency in using ServiceNow, PowerBI</li></ul>

Responsibilities: <ul><li>Analyze DEX tool data to identify trends, predict issues, and propose proactive interventions to enhance employee digital experience.</li><li>Develop, test, and maintain scripts and tools using PowerShell and Python to automate repetitive tasks and improve system performance.</li><li>Work with data warehouses like Redshift and analytics platforms such as Databricks. Use SQL or another programming language to work with databases and create dashboards to extract insights and develop actionable recommendations.</li><li>Develop dashboards and reporting tools using SysTrack and Microsoft Power BI to provide visibility into key performance metrics.</li><li>Collaborate with IT Service Desk and Desktop Support Teams to identify opportunities for automation and efficiency improvements.</li><li>Proactively engage with stakeholders to understand business requirements and translate them into technical solutions.</li><li>Design and implement innovative ideas to enhance customer service and reduce the mean time to resolution (MTTR).</li><li>Act as a consultant to various teams, providing technical expertise in the use of DEX tools and scripting languages.</li><li>Lead initiatives to integrate new technologies or methodologies that improve the IT environment and employee satisfaction.</li><li>Conduct Root Cause Analysis (RCA) on recurring issues and propose permanent solutions.</li><li>Engage with vendor support resources to resolve complex technical challenges and evaluate new technologies.</li><li>Work with APIs to integrate and enhance system capabilities, ensuring seamless interaction between tools and platforms.</li></ul> Requirements: <ul><li>Proficiency in DEX tools like SysTrack, Nexthink, or similar platforms.</li><li>Strong coding skills in PowerShell and Python.</li><li>Hands-on experience with data analytics platforms, such as Databricks, and data warehouses like Redshift. Proficiency in SQL as a programming language for working with databases and creating dashboards.</li><li>Expertise in Microsoft Power Apps and Power BI for data visualization and automation.</li><li>Experience in working with APIs for system integration and enhancements.</li><li>Deep understanding of IT environments, including endpoint devices, software, and cloud-based tools.</li><li>Ability to interpret data and provide actionable insights to improve digital employee experience.</li><li>Strong problem-solving skills, with experience conducting RCA and developing innovative solutions.</li><li>Demonstrated ability to identify and act on trends and opportunities in emerging technologies.</li><li>Knowledge of IT Service Management frameworks (e.g., ITIL) and their practical application.</li></ul>

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HR Systems and Workforce Analyst

Service Delivery Manager

Senior Proactive Engineer

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HR Systems and Workforce Analyst

Service Delivery Manager

Senior Proactive Engineer

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