Support related to the Oracle Fusion & Taleo Cloud environment for corporate, stores, and distribution center teams.
This position will act as first level of support for the incoming inquires related to these system, processes, and data management activities, as well as other duties as assigned. As the Associate - HR Services you will provide fast and useful support as it relates to all areas within the HRIS system, responding to queries on basic to intermediate complex issues and provide guidance to solve and or train back. An excellent HR Services Associate must have good technical knowledge and be able to communicate effectively to understand the problem and explain the solution. Additionally, they must be customer-oriented and patient to deliver an outstanding customer experience.
Be a subject-matter expert in all modules, processes and transactions, as well as common error and resolutions related to our HCM system (Fusion, Taleo, Guardian for I-9s and other related systems).
Serve as the first point of contact for business partners within corporate, DCs and stores seeking technical assistance over the phone or email.
Receive, accurately log and resolve all assigned incidents ad issues using the AEO ticketing system in a timely manner.
Follow established processes and protocol for the control, escalation, tracking, and follow-up of reported issues, and escalate technical incidents to the appropriate next level as needed.
Ensure issues are resolved in a timely manner, including callbacks required to the field, to maintain internal service level standards and deadlines.
Provide data integrity and consistency between applications through data entry and corrections, as assigned to resolve issues resulting from error handling, validation reports, and data audits.
Assist and support various projects within the HRIS, HR Services or larger HR team as assigned.
Develop and maintain HR Services support scripts, processes and training documentation.
Cross train others within the team to become subject matter experts in both processes and ability to troubleshoot Level 1 questions.
Develop and sustain strong relationships with cross-functional teams.
Continue to develop knowledge and technical skills to provide superior customer support.
All other duties as assigned.
Bachelor's Degree (in Computer Science, Human Resources, Business or related field) preferred, but not required
1-2 years of customer support and system experience.
Self-motivated and critical attention to detail, deadlines and reporting.
Experience with an HRIS; Oracle Fusion HCM Cloud and OTAC (Taleo) strongly preferred.
Handle proprietary and non-routine information with utmost confidentiality and security.
Exceptional customer service demonstrated through positive actions.
Ability to prioritize and manage time effectively.
Ability to work in a fast-paced and deadline-oriented environment.
Demonstrated collaborative skills and ability to work well within a team.
Flexibility to work all shift including day, evening, weekends including holidays. As required.
AEO is an Equal Opportunity Employer and is committed to complying with all federal, state and local equal employment opportunity ("EEO") laws. AEO prohibits discrimination against associates and applicants for employment because of the individual's race or color, religion or creed, alienage or citizenship status, sex (including pregnancy), national origin, age, sexual orientation, disability, gender