Systems Analyst

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

Enterprise Systems at Intercom is the organization that enables us to operate to the standards of a high‑performing, high‑growth, scalable company.

Intercom is seeking an experienced, curious and motivated People Systems Analyst to join our growing Enterprise Systems team. As a People Systems Analyst, you will be responsible for managing and maintaining our HRIS platform, ensuring its optimal performance, and leveraging its capabilities to streamline HR processes. This role will involve collaborating with various stakeholders, providing technical support, and implementing system enhancements to meet the organization’s evolving HR needs.

The People Systems Analyst will play a pivotal role in enhancing HR data accuracy, security, and reporting capabilities. You will report to the Manager of People Systems.

• Administer and maintain the HRIS platform (Workday), ensuring data integrity, system reliability, and smooth functionality. Serve as technical specialist for Workday Core HCM, Payroll, Benefits, Compensation, Absence, Time Tracking, Security, Reporting and Dashboards.
• Manage user access and permissions to ensure data security and privacy compliance.
• Demonstrates understanding with system architectures, process flows, and integrations involving various applications.
• Partner with cross functional teams to gather requirements, design, test, and implement solutions for the business.

• Collaborate with partner teams (People and IT teams) to configure and optimize HRIS modules, workflows, and data fields to align with business requirements.
• Provide end‑user support, troubleshooting, and issue resolution for Workday‑related queries.

• Develop and maintain custom reports, dashboards, and data visualizations to provide insightful HR metrics and analytics to stakeholders.

• Ensure HRIS compliance with relevant data protection and privacy regulations (e.g., GDPR, CCPA).
• Monitor and audit HR data regularly to maintain data accuracy and integrity, implementing necessary corrections as needed.
• Stay updated on Workday updates and industry best practices to enhance system security and compliance.

• Provide training and support to HR staff and end‑users on HRIS functionalities and best practices.
• Act as a subject matter expert on HRIS‑related inquiries and troubleshoot any technical issues that arise.

• Support HRIS system upgrades, work with vendors and internal teams to plan and execute the upgrade process smoothly.
• Support the implementation of new HRIS modules or features, ensuring successful adoption and utilization by stakeholders.

• Proven experience (typically 3+ years) as a Workday Administrator or in a similar role.
• Strong understanding of HR processes and workflows, with the ability to translate business requirements into HRIS solutions.
• Strong proficiency with Workday and experience with related people systems (Greenhouse, Lattice, Pave, etc).
• Excellent analytical and problem‑solving skills, with a keen eye for data accuracy and attention to detail.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross‑functional teams.
• Project management skills, capable of handling multiple initiatives and meeting…