In this role, you will be responsible for managing support calls, troubleshooting issues, analysing requirements, and implementing solutions to enhance system functionality and efficiency. This role requires a strong understanding of HR processes, excellent communication skills, and a proactive approach to problem-solving.

Key Responsibilities:

Support Management: 

• Serve as the primary point of contact for HR system support tickets, addressing user inquiries, issues, and requests in a timely and professional manner.
• Prioritise and triage support tickets based on urgency and impact on business operations.
• Collaborate with internal stakeholders and external vendors to escalate and resolve complex technical issues.

System Analysis and Troubleshooting:

• Conduct thorough analysis of system issues, identifying root causes and implementing effective solutions to ensure system stability and functionality.
• Perform regular system audits to identify discrepancies, data integrity issues, and areas for improvement.
• Develop and maintain documentation of system processes, configurations, and troubleshooting procedures

Requirement Gathering and Documentation:

• Collaborate with HR stakeholders to gather and document system requirements, ensuring alignment with business objectives and user needs.
• Translate business requirements into functional specifications and technical solutions, leveraging expertise in HR processes and system capabilities.
• Facilitate requirements workshops and meetings to elicit stakeholder feedback and consensus.

System Enhancement and Configuration:

• Work closely with IT and HR teams to configure and customise HR systems, including OneAdvance Time and Attendance and Sage People Salesforce systems, to meet evolving business needs.
• Manage system upgrades, patches, and enhancements, ensuring minimal disruption to business operations.
• Coordinate user acceptance testing (UAT) and user training sessions to promote system adoption and proficiency.

Continuous Improvement:

• Proactively identify opportunities to optimise system performance, streamline processes, and enhance user experience.
• Stay abreast of industry best practices, emerging technologies, and trends in HR systems and analytics to drive innovation and efficiency.
• Participate in cross-functional projects and initiatives to support the strategic objectives of the HR department and the organisation as a whole