HCM Support Specialist

Hearst Communications New York , NY 10007

Posted 2 months ago

Why Hearst

Hearst is a leading global, diversified media, information and services company with more than 360 businesses. Its major interests include ownership in cable television networks; global financial services leader Fitch Group; Hearst Health; Hearst Transportation; 33 television stations; 24 daily and 42 weekly newspapers; more than 300 magazines around the world; digital services businesses; and investments in emerging digital entertainment companies.

Across every division of the company, we are connected by our shared values of innovation, storytelling, creativity, vision, social good and partnership. We believe our biggest asset is our combination of different backgrounds, cultures, and disciplines that come together to form one epic unit. What we do starts with our people.

What you'll do

Oracle HCM Cloud and Recruiting, is the Hearst corporate-wide Talent Acquisition and Human Resource Management platform used to attract, onboard, and hire new talent, and to engage, nurture and manage teams. The cross-divisional platform is used within Hearst's Television, Technology, Magazines, Health, Transportation, Newspaper and Corporate groups. We are looking for a Data and Support Specialist to maintain our data integrity, analyze and document our processes, and provide technical support.

  • Primary contact for Oracle HCM day-to-day end user support with an in-depth knowledge of the Oracle products and end user functionality.

  • Determine who has access to the HCM system and at what level and determine appropriate level of executive authorization needed for access,

  • Troubleshoot and resolve Oracle end user issues related to functionality through product expertise, prior experience and/or collaboration with key stakeholders while maintaining Service Level Agreements (SLAs) for end user support; make determinations on when to escalate to the appropriate team if needed (e.g. to Product team, Training, Tech, etc.).

  • Develop a high-level of familiarity with the HCM system and processes across the organization in order to analyze procedures, proactively identify appropriate updates to the system, and prioritize, troubleshoot and escalate user issues appropriately, if required.

  • Review and analyze existing data entry and data integrity processes, making decisions on areas for improvement and efficiency.

  • Make decisions for process improvements and work collaboratively with the various HR teams to implement improvements, including developing a communications plan and securing appropriate executive sponsorship.

  • Formulate training strategy, provide key inputs to the Training team and work collaboratively to develop training materials.

  • Analyze user data and/or user support patterns or trends and issues to proactively identify needed improvements and work with other teams, such as Training or the divisional technology teams, to formulate plans to improve end-user support and the user experience.

  • Develop best practice recommendations and provide direction and best practice recommendations to the various HR teams in compiling end-user data and maintaining data integrity.

  • Analyze, document, and determine necessary updates to the support process to develop a model for best practice end user support.

  • Identify gaps in data integrity and make decisions on how to resolve.

  • Collaborate with the Applications/Configuration team to resolve data and support issues, as needed.

  • Communicate requests for improvement, updates, issue resolution and courses of action with end users.

  • Document end-user issues, determine appropriate resolution and update ticketing system.

  • Collaborate with end users, product teams and the other groups to track, enhance and maintain metrics on data usage and integrity for Oracle HCM Cloud and related applications.

  • Generate and distribute regular incident/support reports.

  • Perform user setup and testing as part of the rollout plan to on-board additional products, according to the project plan and rollout schedule.

  • Perform other duties as assigned.

Who you are

  • Bachelor's degree (BA/BS) or equivalent.

  • Excellent written and verbal communication skills.

  • 1 - 3 years' prior experience with Oracle HCM end user support, or in providing end user support for other platforms, such as Workday, Taleo, SAP, SuccessFactors, etc.

  • Experience (new college graduates will be considered) with Oracle HCM Cloud or Taleo and/or other resource management platforms, such as Workday, Taleo, SAP, SuccessFactors, etc.

  • Demonstrates professionalism and ability to effectively communicate with people at all levels of the organization, including HR, business and technical teams.

  • Strong analytical, strategic, critical thinking and problem-solving skills.

  • Highly organized and driven with strong attention to detail.

  • Ability to eliminate obstacles through creative and adaptive approaches.

  • Prior Product, Quality Analyst and/or support experience highly desired.

  • Strong Microsoft Office skills.

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HCM Support Specialist

Hearst Communications