Senior Associate - HRIS HR Helpdesk (Functional)

Summary:

The HR Helpdesk Senior Associate (Functional) plays a critical role in building, expanding, and maturing the firms 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