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Location: Bangalore
Shift Timing: Should be flexible with Night shifts
Preferred Experience and Competencies required:
4 - 6 years of experience in HR process/Application support is must, prior experience in HR Application support with SQL knowledge.
· Monitors HR process and software changes that impact production support, communicates project information to Product Support team and raises product support issues to the Product Support Manager
· Assist in the prioritization of defects and enhancements based on urgency, importance, business impact, cost, etc
· Identifies risks that exist in the current environment and proposes solutions
· Coordinates product support activities which involve assignment of issues, issue analysis and resolution within the specified SLAs
· Provides support with resolution of escalated tickets, acts as liaison to IT Services leads to ensure issues are resolved in timely manner
· Assists with new product and service introduction activities including ongoing HR product support and maintenance
· Suggests and implements recommendations on product efficiency improvements where applicable
· Develops and supports system testing plans and conducts quality assurance testing
Maintains accurate and thorough client support records
Analytical/Decision Making Responsibilities:
· Provides prompt and proper resolution of technical challenges to improve the user experience
· Assesses and make recommendations to the HR Product Support Manager based on the needs of customers (defect, enhancement)
· Drives consistent and exceptional client service leveraging the HR systems implementation methodology
Knowledge and Skills Requirements:
· Knowledge of software development processes, operations management and/or product management activities and SQL.
· Good interpersonal, client service, communication, teaming, organizational, and project management skills
· Ability to perform and manage multiple tasks simultaneously and work well under pressure
· Ability to work virtually, across multiple countries, areas and cultures and team effectively with clients and other team members
· Ability to produce detailed, relevant
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