HRIS SUPPORT ANALYST

CARE is seeking an HRIS Support Analyst whom can provide hands-on technical support and development for our existing HRIS platform, as well as informed guidance as future-state solutions are considered. This individual will function as the primary point of contact for the CARE USA payroll/HRIS system, providing some initial troubleshooting, acting as subject matter expert, and bridging the gap between CARE business units and our Managed Service Provider (MSP). This individual will display tact and professionalism, as the primary interface between CARE and the MSP, and will ensure both small projects and standard support are handled appropriately and within the SLA. The Analyst will maintain a strict overview of the incident tracking system, and ensure all requests are addressed appropriately. The HRIS Support Analyst will play a crucial role in the planning and implementation of future-state HRIS systems at CARE. The individual will work closely with Human Resources and Finance teams to identify needs and requirements, and give an informed recommendation on the preferred technical solutions. This role will act as a technical lead during the implementation of the next HRIS systems. The individual, in collaboration with the MSP, will provide HRIS system support to staff located in various countries. At times, this may require odd work hours. This position reports to the Director of Enterprise Applications

Responsibilities:

Support the use of the existing HRIS and Payroll system (Infor Lawson)

• Interface directly with the primary users of the system, understanding and responding to break/fix technical support needs, and routing, resolving, or escalating those needs appropriately
• Manage the incident tracking queue for all HRIS system issues, ensuring proper and timely resolution by MSP, or resolving the issue independently
• Act as a subject matter expert, responding to questions raised by the various users of the system
• Display a high level of technical expertise, supporting (directly or through MSP) customizations, SmartNotes, IPA workflows, IPA Landmark 11 automations, file feeds, and 3rd-party add-ons (ex: Tax Factory)
• Attend and engage in regular support meetings between business units and the MSP, verifying that all issues are addressed adequately, or escalated as needed
• Report overall system status and end-user satisfaction to senior IT staff weekly

Manage ongoing HRIS system development

• Work closely with our MSP and internal CARE business units to identify projects which will provide justifiable benefit from the existing system
• Review, revise, and recommend all SOW’s submitted for development projects
• Provide all internal technical support as needed to implement approved SOW’s, projects, and similar system changes
• Recommend changes as available, either due to future updates, new features, or drawing on past experience with similar challenges

Provide technical direction for future-state HRIS

• Participate in regular meetings with other CARE business units, and provide technical and functional expertise to ensure the organization selects the best HRIS solution
• Critically analyze requirements and feature needs, as raised by stakeholders, and provide technical/functional feedback
• Identify risks associated with various proposed scenarios, including the ‘No Change’ scenario
• Function as a supporting technical project manager as HRIS selection concludes, and implementation begins. This will be supported by other roles in IT, but reliance will be placed on this role for HRIS configuration expertise

Other duties as assigned

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent combination of education and work experience)
• Eight (8) years of relevant work experience in a related technical support role
• Five (5) years of experience implementing and supporting HRIS solutions
• Demonstrated expertise of a variety of HRIS solutions, with a thorough understanding of business requirements and standard use
• Technical Experience working with Infor Lawson, including file feeds, SmartNotes, IPA, and IPA Landmark 11
• Experience working with Office 365, Azure Active Directory, and Single Sign-On systems