Summary:
The HR Helpdesk Senior Associate (Functional) plays a critical role in building, expanding, and maturing the firm’s Oracle HCM Helpdesk and Case Management capabilities. This role will be responsible for both day-to-day support and on designing scalable service models, enhancing Oracle
HCM functionality, and enabling consistent, high-quality employee support experiences across the organization.
As a functional contributor within the HRIS team, this role partners closely with People & Community (HR), HR COEs, and HRIS technical teams to define future-state Helpdesk capabilities, optimize Oracle HCM configurations, and support continuous improvement aligned with business needs and system roadmap priorities.
Responsibilities:
The Associate will be responsible for developing and maintaining operational processes and dashboards that support GTM initiatives. This includes working with cross-functional stakeholders to understand requirements, build solutions, and iterate based on feedback.
Oracle HCM Helpdesk Capability Build-Out
- Serve in a functional support role in the design, expansion, and optimization of Oracle HCM Helpdesk and Case Management capabilities
- Support the definition of future-state Helpdesk operating models, including intake design, case categorization, routing logic, escalation paths, and service standards
- Partner with HRIS and HR stakeholders to identify opportunities to expand Oracle HCM Helpdesk functionality to support additional HR use cases and COEs
- Contribute to the rollout of new Helpdesk features, workflows, and employee support capabilities
Advanced Functional Support & Enablement
- Provide Tier 2 functional support for complex Oracle HCM Helpdesk cases while ensuring learnings are fed back into system and process improvements
- Analyze recurring case themes to inform configuration changes, guided help enhancements, or upstream process redesign
- Translate business needs into functional requirements, use cases, and user stories to support Helpdesk enhancements and roadmap initiatives
- Act as a functional reviewer for Oracle HCM Helpdesk configurations to ensure scalability, consistency, and alignment to best practices
Oracle HCM Configuration, Testing & Releases
- Support functional validation and testing of Oracle HCM Helpdesk, Journeys, Digital Assistant, and related employee support features
- Participate in User Acceptance Testing (UAT) and regression testing tied to Oracle quarterly releases and Helpdesk enhancements
- Validate new capabilities post-deployment and support stabilization activities to ensure successful adoption
Knowledge Management & Self-Service Expansion
- Participate in the development and evolution of Oracle HCM knowledge articles, guided help, FAQs, and response templates
- Identify opportunities to expand self-service and inquiry deflection through improved content and system guidance
- Ensure knowledge assets scale with new Helpdesk capabilities, Oracle releases, and policy changes
- Stakeholder Partnership & Change Enablement
- Partner with HR COEs, People Operations, Payroll, Benefits, and HR Business Partners to enable new Helpdesk use cases and support models
- Serve as a functional point of contact for HR stakeholders on how Oracle HCM Helpdesk capabilities can support service delivery and employee experience goals
- Support change management and adoption efforts for new Helpdesk functionality, including communications, training, and readiness activities
Governance, Metrics & Continuous Improvement
- Help establish and maintain governance standards for Oracle HCM Helpdesk configuration, case data, and reporting
- Contribute to the development of Helpdesk metrics and insights to measure adoption, resolution quality, and experience outcomes
- Participate in continuous improvement initiatives focused on scalability, automation, and long-term capability maturity
Education / Professional Experience/ Qualifications:
- 3–5+ years of hands-on functional experience supporting HR Helpdesk functionality, preferably including Case Management, knowledge management and AI agents in Oracle HCM.
- Exposure to Oracle quarterly release cycles, UAT, and post-release stabilization
- Experience building or scaling HR Helpdesk or shared services capabilities
- Prefer experience working in large, complex, or multi-entity environments
- Strong functional understanding of HR processes across the employee lifecycle
- Experience translating business needs into functional system requirements
- Demonstrated ability to think beyond immediate issues and contribute to capability design and improvement
- Strong communication, analytical, and problem-solving skills