Leadership & People Management
•Lead, mentor, and develop a team of HR systems support analysts and specialists providing Level 1 support
•Set clear performance objectives, conduct regular performance reviews, and provide coaching to drive team excellence and professional growth
•Manage resource allocation, shift scheduling, and workload distribution to ensure 24/7 global support coverage across time zones
HR Systems Support Operations
•Oversee end-to-end support operations for HR systems including: - Workday HCM — Core HR, Talent, Compensation, Benefits, Time Tracking, Absence Management
•Payroll Systems — ADP, Dayforce and other regional payroll platforms
•UKG (Ultimate Kronos Group)
•Other HR Tools — Benefits administration platforms, learning management systems, employee self-service portals
•Manage incident and service request queues, ensuring tickets are prioritized, assigned, and resolved within SLA targets
•Establish and monitor key performance indicators (KPIs): first response time, resolution time, ticket backlog, customer satisfaction scores
•Implement escalation protocols for complex issues requiring Level 3 support or vendor engagement
Incident & Problem Management
•Lead root cause analysis for recurring issues and implement permanent fixes to reduce ticket volume
•Coordinate with HR, IT, and vendor teams to resolve critical incidents and minimize business disruption
•Manage major incident response, including communication plans, status updates, and post-incident reviews
•Maintain incident logs, knowledge base articles, and troubleshooting guides to enable self-service and faster resolution
•Track and report on incident trends, system performance, and support metrics to leadership
Service Delivery & Continuous Improvement
•Develop and maintain support processes, standard operating procedures (SOPs), and service level agreements (SLAs)
•Implement ITIL best practices for incident management, problem management, change management, and knowledge management
•Drive continuous improvement initiatives to enhance support efficiency, reduce resolution times, and improve user experience
•Conduct regular service reviews with stakeholders to gather feedback and identify improvement opportunities
•Leverage automation, chatbots, and self-service tools to deflect routine inquiries and empower users
Stakeholder Management & Communication
•Serve as the primary point of contact for support-related inquiries, escalations, and service delivery discussions
•Provide regular updates to senior leadership on support performance, system health, and improvement initiatives
•Facilitate user training sessions, office hours, and workshops to improve system literacy and reduce support demand
•Manage user expectations, communicate system changes, and coordinate planned maintenance windows
Knowledge Management & Documentation
•Build and maintain a comprehensive knowledge base with troubleshooting guides, FAQs, and how-to articles
•Ensure support documentation is accurate, up-to-date, and accessible to both support team and end users
•Develop training materials and job aids to enable self-service and reduce repetitive inquiries
•Capture lessons learned from incidents and incorporate them into knowledge articles and training programs
Required Qualifications
Experience
•8+ years of progressive experience in HR systems support, IT service management, or technical support roles
•3+ years of people management experience, leading teams of 3+ support professionals
•Proven track record managing global support operations with 24/7 coverage across multiple time zones
•Demonstrated experience with ITIL frameworks and service management best practices
Functional Skills — HR Systems Knowledge
•Strong working knowledge of Workday HCM modules including Core HR, Talent Management, Compensation, Talent Acquisition, Time Tracking, and Absence Management
•Understanding of payroll systems and processes, including ADP Workforce Now, UKG Pro, Dayforce, and regional payroll platforms
•Hands-on experience with UKG (Ultimate Kronos Group)
•Familiarity with benefits administration platforms, learning management systems (LMS), and employee self-service portals
•Understanding of HR business processes: employee lifecycle, payroll processing, time and attendance, benefits enrollment, performance management
•Experience with ticketing and service management tools: ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms
ITIL & Service Management
•Strong knowledge of ITIL framework and best practices for incident management, problem management, change management, and knowledge management
•Experience implementing and managing SLAs, KPIs, and service level objectives (SLOs)
•Ability to conduct root cause analysis, implement corrective actions, and drive continuous improvement
•Familiarity with major incident management protocols and crisis communication strategies
