HR IT Analyst

HR IT Analyst

The HR IT Analyst supports HR Service Delivery (HRSD) operations by acting as a subject matter expert for HR business stakeholders. The role focuses on translating HR process requirements into platform configurations, managing HR case lifecycle processes, supporting HR portals and services, and collaborating with platform teams to deliver system enhancements. This position ensures compliance with HR policies, security standards, and data privacy requirements while improving employee experience through efficient HR service delivery.

Responsibilities:

• Serve as the HR Service Delivery subject matter expert for HR stakeholders and translate HR process needs into platform requirements and configurations.
• Triage, analyze, and resolve HRSD issues including cases, requests, and tasks, and coordinate root-cause resolution.
• Manage and optimize the HR case lifecycle including intake, categorization, assignment, service level tracking, escalation, and closure.
• Maintain and improve the HR knowledge base to promote self-service and reduce case volumes.
• Support HR portals, service catalogs, service items, and workflows to ensure a smooth employee experience.
• Partner with the platform team to deliver enhancements including requirement gathering, backlog grooming, solution design, configuration, testing, and release coordination.
• Write functional specifications, user stories, acceptance criteria, and test cases, and participate in demonstrations and user acceptance testing.
• Validate platform changes to ensure compliance with HR policies, security standards, and data privacy requirements.
• Coordinate deployments through change management processes and ensure proper documentation and version control.
• Configure and maintain HR services, HR profiles, lifecycle events, case and workflow models, and related data models.
• Administer security including role assignments, access controls, and data segmentation.
• Maintain service catalog items, forms, and automation processes.
• Monitor platform performance including queues, service levels, dashboards, and integration errors.
• Build and maintain dashboards and reports related to case volumes, service levels, turnaround times, and key performance indicators.
• Provide insights to reduce case volumes, improve resolution times, and enhance employee experience.
• Act as the main point of contact for HR service owners and HR operations teams.
• Provide training, knowledge transfer, and documentation for HR agents and system users.
• Facilitate workshops focused on process improvement and service roadmap planning.