HR Technology Support Analyst
Posted 1 day ago by Smksoft
Negotiable
Undetermined
Remote
Remote
Summary: The HR Technology Support Analyst role is focused on providing production support, issue triage, and coordination of support activities to ensure system stability and enhance user experience. This position serves as the first point of contact for technology-related support requests and involves managing ticket intake and resolution. The analyst will also perform system validations and generate reports to identify trends and improvement opportunities. The role is remote and requires a proactive approach to support and documentation management.
Key Responsibilities:
- Serve as the first point of contact for technology-related support requests and incidents.
- Manage the intake of requests and perform initial triage, categorization, and prioritization of tickets while ensuring complete and accurate documentation.
- Monitor support queues and intake channels to ensure timely responses.
- Resolve low-risk, standard, and repeatable issues using established procedures and knowledge base articles.
- Coordinate routine system updates and maintain an up-to-date calendar of releases and maintenance activities.
- Perform basic system validations, data checks, and post-release verification activities.
- Identify recurring issues and recommend improvements to reduce manual effort and recurring incidents.
- Generate basic reports on support intake, ticket progress, and operational metrics to identify trends and improvement opportunities.
- Maintain and update reference materials, knowledge base articles, and support documentation.
Key Skills:
- 3-5 years of hands-on operational support experience in a production support environment.
- Experience with Oracle HCM and/or ServiceNow is preferred.
- Familiarity with Incident and Request Management processes.
- Basic understanding of ticketing systems such as ServiceNow, Azure DevOps, or similar platforms.
- Strong organizational, time management, and prioritization skills.
- Excellent communication, interpersonal, and customer service skills.
- Ability to follow established processes and work independently within defined guidelines.
Salary (Rate): undetermined
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Role: HR Technology Support Analyst
Remote Role
JD:
This role focuses on production support, issue triage, and coordination of standard, repeatable support activities to ensure system stability and a seamless user experience.
Key Responsibilities
- Serve as the first point of contact for technology-related support requests and incidents.
- Manage the intake of requests and perform initial triage, categorization, and prioritization of tickets while ensuring complete and accurate documentation.
- Monitor support queues and intake channels to ensure timely responses.
- Resolve low-risk, standard, and repeatable issues using established procedures and knowledge base articles.
- Coordinate routine system updates and maintain an up-to-date calendar of releases and maintenance activities.
- Perform basic system validations, data checks, and post-release verification activities.
- Identify recurring issues and recommend improvements to reduce manual effort and recurring incidents.
- Generate basic reports on support intake, ticket progress, and operational metrics to identify trends and improvement opportunities.
- Maintain and update reference materials, knowledge base articles, and support documentation.
Qualifications
- 3 5 years of hands-on operational support experience in a production support environment.
- Experience with Oracle HCM and/or ServiceNow is preferred.
- Familiarity with Incident and Request Management processes.
- Basic understanding of ticketing systems such as ServiceNow, Azure DevOps, or similar platforms.
- Strong organizational, time management, and prioritization skills.
- Excellent communication, interpersonal, and customer service skills.
- Ability to follow established processes and work independently within defined guidelines.