Job Description

Job Responsibilities:

• System Administration and Technical Support
• Develop and maintain a working knowledge of OC’s configuration of these systems, and the processes supporting its operations. Keep up to speed on changes to the systems that occur with ongoing updates and project implementations. Ensures all system architectural documentation and configuration documents are maintained and reflective of current design and structure.
• Using the ServiceNow toolset, manage support tickets for these systems and provide troubleshooting, assessment and resolution to users. Proactively escalate unresolved issues to HR systems leaders and/or advanced supplier partner support and monitor support tickets to ensure service level agreements are met. Monitor aging tickets and engage with appropriate resources to ensure the issue is brought to timely resolution consistent with HR Excellence expectations.
• Perform various maintenance and testing activities as directed by the HR Systems Leaders in support of the various HR cycles.
• Stays current on system functionality, new features and benefits that come with the system releases.
• Leads various maintenance and testing activities. Manage user access and permissions to the various systems.
• Perform continuous improvement actions to create a stable, effective and efficient support environment.
• Collaborates and connects the dots with team members to ensure smooth end user experience.
• Project Execution
• Assigned to projects supporting the broader HR Systems roadmap. Performs assigned tasks consistent with the project plan to ensure the outcomes are delivered within scope, cost and schedule.
• Performs requirements definition, vendor management, testing, process development, and system/workbook documentation.
• Leads change management actions - developing training materials, quick reference guides, and where applicable conducts training.
• Proactively identifies risks and escalates issues for management action and resolution.
• Identifies handoff points with all functional areas such as HR, Shared Services, Information Systems, Finance, and Audit. Drives the integration with key stakeholders and leads cross functional issue resolution.
• Drives the organization to achieve stable operations and continuous improvement with a focus on process efficiency, regulatory compliance and flawless execution.
• May serve as the project leader on small projects. Develops project charter, project plan, and leads internal and external resources in attaining desired outcomes within scope, cost and schedule.
• Key measurements of success for this role include time-to-resolution of support issues, direct contribution to HR excellence metric improvement, accuracy of system changes moved into production (change control), internal/external audit compliance, process documentation/training material maintenance, and effective communications to the HR systems user community.
• The role interacts internally with employees at all levels of the organization with a primary focus on HR, IT, Labor Relations, Employment Law, Data Privacy, Finance and a variety of system users. Externally, the role interacts primarily with vendors supporting workforce management -- UKG, EPI-USE, Project Genetics, and Strada.
• Reports to: HR Systems Leader
• Span of Control:  Individual contributor, global accountability, high vendor partner interaction

Skills:

• Connects the dots through thoughtful analysis: Brings together multiple information sources to thoroughly understand and solve complex problems. Gives thought and consideration to various data points when conducting an insightful analysis. Digs deep to seek “root causes” rather than just focusing on symptoms. Applies critical thinking to make the best choice based on what is known and ensures nothing is missed in the systems lifecycle especially with requirements definition and testing.
• Prioritizes work and follows through on commitments: Plans and sets priorities based upon deadlines, timelines and what is considered most critical and beneficial for Company. Operates well under pressure with appropriate attention to detail. Appropriately balances urgent vs. important in day-to-day prioritization of work. Knows when to and is not afraid to ask for help and is comfortable escalating critical issues or roadblocks to ensure outcomes are not missed.
• Operates with customer focus: Provide exceptional service to users, thoughtfully considers their concerns, needs and issues. Energetic, resourceful, with strong service orientation, and positive “can-do” attitude. Knows how to appropriately manage expectations and situations with dissatisfied users. Goes the extra mile to teach users to leverage our technology, helping them do their work better, faster and cheaper.
• Drives for results and impact: Sets high standards and motivates self to reach for top performance. Demonstrates strong attention to detail. Has financial acumen. Pushes through barriers and obstacles with optimism. Acts without delay and conveys a strong sense of urgency. Proactively communicates to stakeholders and leadership when commitments are in jeopardy or will be missed.
• Learns from reflection: Dedicates time for challenging current approaches and adjusts solutions to ensure they are aligned with customer needs. Pushes team to pause and define problems before action. Applies a “test and learn” approach to guide iterations and evaluation of choices.
• Collaborates and fosters teamwork: Partners with people both within and outside the immediate work team to generate ideas, solve problems, and garner different perspectives. Builds cooperation and commitment to establish and achieve outcomes. Is aware of and modifies own behavior to work effectively with others.
• Listens and communicates effectively: Ability to write and speak clearly. Can easily communicate and teach technical or complex things in simple, easy-to-understand ways. Is responsive to team members and users via timely follow-up to emails, IM’s ServiceNow tickets, and meeting requests.
• Engaged in ongoing continuous improvement:  Challenges self and others to find better ways of doing things. Engages in ideation, encourages calculated risks, and champions bold ideas.

Education/Experience:

• Bachelor’s degree in information systems, related business/technical degree, or equivalent experience.
• 6-10 years of experience working for large corporations in HRIS, IT, HR generalist or HR specialist capacities.
• Prior experience delivering system oriented and business process design solutions.
• Comprehensive HR systems expertise, preferably UKG workforce management as well as exposure to broader timekeeping, payroll, permissions/security, interface management, and reporting toolsets.
• Direct working experience performing HR related activities for varying types of employees including salaried, hourly (union and self-represented), and expatriates.
• Direct working experience with and applied knowledge of project management and software-as-a-service implementation methodologies.
• Has worked well in a highly matrixed and distributed work structure across functional, business, geographic and cultural boundaries. Experience working with and getting results from supplier partners.
• Applied knowledge of the broad set of HR transactions involved in talent management and total rewards processes.
• Applied knowledge of continuous improvement methodologies for root cause analysis/elimination.

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