Deskripsi Pekerjaan
About the Opportunity
We are partnering with a market-leading organization to find a dynamic and experienced Support Manager II, People Systems. This role sits within a highly collaborative People Technology team and is critical to the success of the company's most valuable asset – its people.
The Role
Reporting to the Senior Manager, People Systems, you will take full ownership of the Level 1 and 2 support functions for all People Systems. You will lead, mentor, and grow a team of talented HRIS support specialists, fostering a culture of excellence, accountability, and continuous improvement. Your leadership will directly impact the daily experience of thousands of employees, ensuring they receive fast, accurate, and empathetic support for their HR technology needs.
What You Will Do
In this high-visibility role, you will serve as the bridge between HR operations, IT, and the business. You will be responsible for maintaining system integrity, driving adherence to SLAs, and identifying opportunities to automate and enhance support processes. Working closely with HR leadership and system administrators, you will help shape the future roadmap of the HR technology ecosystem. Your ability to translate complex technical issues into clear business solutions will make you an invaluable partner to stakeholders across the organization.
What We Are Looking For
We are seeking a proven leader with deep experience in HRIS support and team management. You have a strong technical background with platforms such as Workday, SAP SuccessFactors, or Oracle HCM Cloud, and you are passionate about leveraging technology to improve the employee experience. You thrive in a fast-paced, agile environment and are comfortable balancing strategic initiatives with tactical, day-to-day support challenges. If you are a data-driven problem solver with excellent communication skills and a genuine desire to develop others, this is the perfect next step in your career.
This is more than just a support management role; it is an opportunity to leave a lasting impact on a world-class organization by building a world-class People Systems support function.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
Tanggung Jawab
- Team Leadership & Development: Lead, mentor, and scale a high-performing team of HRIS support specialists. Conduct regular 1-on-1s, performance reviews, and career development planning to ensure team growth and retention.
- Service Delivery & SLA Management: Oversee the end-to-end support lifecycle for People Systems, ensuring critical incidents are resolved within SLAs and root cause analyses are conducted to prevent recurrence.
- Stakeholder Partnership: Collaborate closely with HR, Payroll, IT, and business leaders to understand system pain points, prioritize enhancements, and manage change requests effectively.
- Process Optimization: Continuously evaluate and improve support workflows, knowledge management practices, and self-service capabilities to enhance user experience and operational efficiency.
- System Governance & Security: Ensure all People Systems comply with data privacy regulations and internal security policies. Manage user access, roles, and audit trails.
- Vendor Management: Act as the primary point of contact for HRIS vendors, managing escalations, coordinating system upgrades, and evaluating new platform capabilities.
- Metrics & Reporting: Develop and present dashboards and reports on support KPIs (ticket volume, CSAT, MTTR, backlog) to senior leadership, driving data-informed decision making.
Kualifikasi
- Education: Bachelor's degree in Human Resources, Information Systems, Business Administration, or a related field. Master's degree is a plus.
- Experience: Minimum 6 years of experience in HRIS support, system implementation, or HR operations, with at least 2 years managing a support team.
- Technical Skills: Deep hands-on expertise with major HRIS platforms (Workday, SAP SuccessFactors, Oracle HCM Cloud, or similar). Experience with ServiceNow, Zendesk, or Jira Service Management is highly preferred.
- Process Knowledge: Demonstrated experience applying ITIL principles (Incident, Problem, Change, and Release Management) in an enterprise environment. ITIL certification is an advantage.
- Analytical Mindset: Strong data analysis skills with experience using reporting tools (e.g., Tableau, PowerBI, advanced Excel) to track performance and identify trends.
- Communication: Exceptional verbal and written communication skills, with the ability to influence and build consensus across diverse teams and seniority levels.
- Project Management: Proven ability to manage multiple, concurrent projects in a fast-paced, agile environment. PMP or Scrum certification is a bonus.
- Customer Focus: A relentless commitment to delivering an exceptional support experience to internal customers (employees, managers, HRBPs).