Job description
Overview:
As a member of the HR Platform Support team, the Support Analyst has responsibilities that include: Provide technical assistance for our HR software, resolve issues for staff via phone, or video chat, maintain record of customer problems as well as recommended solutions and develop strategies to resolve improve the delivery of support services to users.
Looking to the near future, we will be adding more system capabilities. As the position incumbent, you will have the opportunity to learn additional modules, including Succession Planning, HRIS and Data Analytics.
If you have 1-2 years support experience (SuccessFactors would be a plus); strong verbal and written communication skills; a customer service orientation; Strong problem solving skills solid Excel skills and good PowerPoint and Word skills; are detail oriented, and have the ability to work with a diverse group of people, we would love to meet you. Responsibilities:
We are looking for a new team member to join our growing bank to provide technical and administrative support to our employees, as a HR Platform Support Analyst/Administrator within our HR Platform Support team.
As a member of the HR Platform Support team, the Support Analyst has responsibilities that include: Provide technical assistance for our HR software, resolve issues for staff via phone, or video chat, maintain record of customer problems as well as recommended solutions and develop strategies to resolve improve the delivery of support services to users.
Looking to the near future, we will be adding more system capabilities. As the position incumbent, you will have the opportunity to learn additional modules, including Succession Planning, HRIS and Data Analytics.
If you have 1-2 years support experience (SuccessFactors would be a plus); strong verbal and written communication skills; a customer service orientation; Strong problem solving skills solid Excel skills and good PowerPoint and Word skills; are detail oriented, and have the ability to work with a diverse group of people, we would love to meet you.
- Manage inbox for multiple platforms
- Create and maintain Heat Ticket processes and procedures for multiple systems including SuccessFactors, ICIMS, and LOTUS NOTES Time and Attendance.
- Track and route problems and requests and document resolutions
- Redirect problems to correct company IT Resources
- Follow up with employees and support teams to ensure complete resolution of issues
- Identify and escalate situations requiring urgent attention
- Apply an understanding of HR Processes, Procedures and Governance to communications with customers
- Provide admin support for training, performance systems
- Appraise and recommend improvements to the current support model, including developing job aids, templates, and training content
- Manage and maintain all documentation related to current support processes
- Create and run reports
- Other system support admin duties as required
- 1 to 2 years of experience in support (Successfactors a Plus)
- Demonstrates excellent organization skills and a high degree of attention to detail.
- Ability to self-train and pick up new skills quickly
- Proficient in PowerPoint and Word
- Client service orientation
- Cross-culturally competent
- Strong written, verbal communication and presentation skills
- Effectively consult with employees, and stakeholders
- Strong attention to detail, problem solving while being able to prioritize and organize efficently
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