Oracle HCM Solutions Analyst
ATD Technology LLC
Duties:
- Lead design workshops with HR operations and HR leadership to define NYC H + H's HR service delivery model, case management, routing logic, and SLA framework within Oracle HR Helpdesk.
- Architect and configure Oracle HR Helpdesk including service request categories, case routing rules, escalation workflows, SLA configuration, and agent workspace design reflecting the full complexity of NYC H + H's multi-union, multi-facility HR inquiry landscape.
- Design routing and escalation logic, including facility-based routing, specific inquiry handling.
- Govern the knowledge base content strategy including employee-facing knowledge articles, FAQ design, and self-service content for Oracle Cloud navigation, scheduling profile inquiries, payroll questions, and PeopleSoft-to-Oracle transition guidance.
- Ensure Helpdesk case categories and routing logic reflect the Oracle HCM data model, including how Position, Assignment, Location, Department, Benefits, Comp and Payroll record changes drive HR case context and classification.
- Lead test phases for Oracle HR Helpdesk functionality, coordinating test scenario design with HR operations, OCS, and facility-level HR teams.
- Develop Helpdesk performance dashboards and reporting using OTBI covering case volume, resolution time, SLA compliance, escalation rates, and inquiry trend analysis by facility, department, and category.
- Govern functional and technical design documentation for Oracle HR Helpdesk, maintaining traceability to NYC H + H HR service delivery requirements and escalation obligations.
- Partner with Oracle Cloud workstream leads (Scheduling, Payroll, Time & Labor, Comp and Core HCM) to ensure Helpdesk case categories and knowledge content accurately reflect known system complexity including scheduling eligibility, and payroll cutoff-sensitive inquiries.
- Mentor helpdesk analysts and serve as the functional escalation point for HR Helpdesk design and configuration questions.
- Minimum 2+ years implementing Oracle HR Helpdesk or equivalent enterprise HR service delivery platforms (ServiceNow HR, Salesforce Service Cloud) in large, complex organizations.
- Minimum 2 full life-cycle Oracle Cloud HCM or HR service delivery implementations, preferably in healthcare or public sector environments.
- Deep expertise configuring case routing rules, SLA frameworks, and escalation workflows including routing logic and escalation pathways.
- Strong understanding of the Oracle HCM data model including Position, Assignment, Location, Department, and Payroll records sufficient to govern case classification and routing logic accurately.
- Demonstrated experience designing knowledge base content strategies for large-scale HCM system transitions, including content for new-platform navigation and legacy-to-new system cross-reference inquiries.
- Experience designing Helpdesk configurations that are sensitive to payroll cutoff cycles, scheduling profile complexity, and HR inquiry spikes.
- Familiarity with PeopleSoft legacy HR service processes and common inquiry types to inform Oracle Helpdesk category design and knowledge base content.
- Bachelors Degree
- 9:00 AM-5:00 PM
- 7.00
- 35.00
- HR OPERATIONS
Vacancy posted 22 hours ago
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