Support Analyst - Human Capital Technology Systems

Managing clients and business stakeholder expectations – as there will be broad range of client groups
Provide expert support for HR management systems, applicant tracking systems, learning management systems, performance management systems, and payroll systems.
Utilize a variety of report writing tools and automations to develop management reports and metrics.
Manage document management systems and support SharePoint-based technologies.
Utilize Alteryx and Power Bi for data analysis and reporting.
Handle technical support tickets using Service Now or other related systems.
Apply ITIL methodologies and processes for Incident, Change, and Problem Management.
Ticket queue management to work within defined SLAs with over 92-93% SLA adherence.
Analyze data to develop and implement solutions and extract data for management reporting.
Lead and participate in testing system enhancements, bug fixes, and new releases.
Investigate and troubleshoot functional and technical issues effectively.
Communicate complex issues clearly and concisely to staff at all levels.
Collaborate with multidisciplinary teams and work under tight deadlines.
Manage MIMs (P1& P2) over triage calls and engage till resolution.