Enterprise Systems Analyst (HR)
- Recruiter
- King's Service Centre
- Location
- Newquay
- Salary
- Competitive
- Posted
- 21 Jun 2021
- Closes
- 22 Jun 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Overview of role
King's College London is undertaking a major HR transformation, implementing a new target operating model and introducing a full range of digital services that will remove all paper from the workforce life cycle.
The new HR digital services has rolled out to c. 10,000 users across the University, this role will provide 1st line systems support to users, help them to successfully register and access the services, and troubleshoot issues via phone and email. The role will involve supporting users to access PeopleXD (formerly CoreHR) HR and payroll software. An awareness of the practices of both would be beneficial but not essential.
Full training will be provided for the software; however, the successful candidate will have a solid working background delivery quality customer service, ideally within a Customer Services contact centre or service desk environment.
Accountabilities
This role will be focused on delivery of 1st line day-to-day support for candidates and users of the HR Digital Services as they gain access for the first time, and as additional digital services are introduced over time. In addition, the role-holder will be expected to support the upkeep of users training material, support data cleansing activities and additional duties as determined by the Enterprise Systems Team Lead Leader (HR).
To provide effective support the jobholder will also be required to:-
- Log all calls and enquiries promptly and accurately in our service delivery tool (RemedyForce)
- Assess queries effectively to determine their priority and respond in an appropriate and timely manner
- Escalate questions and issues to the Team Leader and/or relevant 2nd Line Specialists in the HR Digital Services Team - Level 2 (HRDSS)
- Transfer or redirect relevant requests to other resolver groups such as IT or the HR services Teams that support Payroll, Pensions and Admin.
- Complete data cleansing activities as allocated by the Team Leader and other tasks as and when required to deliver an effective digital services support.
- Update or produce training materials that support users in accessing digital services including uploading to CMS systems. The delivery of high-quality support is paramount to the success of the systems and the job holder is expected to demonstrate excellent communication and customer service skills at all times, whilst working within defined processes, and striving to achieve defined service levels. The role requires a high level of confidentiality and professionalism and will need to adhere to data protection guidelines.
Key skills and experience required
(E) - Essential
(D) - Desirable
- Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment (E)
- Problem solving or diagnostic approach with a willingness to learn (E)
- Methodical approach, attention to detail, and a passion for continual service improvement (E)
- Proficient with Microsoft Office Suite including Word, Outlook, Excel (E)
- Proficient documentation skills; able to fully document operational requirements, proposed solutions, processes and data flows effectively (D)
- Proficient with call logging or service desk systems eg RemedyForce (D)
- Prior experience in a customer service environment, for example a customer contact centre or service centre (D)
- Data cleansing experience at a high quality and volume level (D)
- Desire to deliver excellent customer care via telephone, email or face to face (E)
- Service-oriented attitude and ability to maintain a positive attitude (E)
- Good listening skills (E)
- High energy with the ability to organise/prioritise workload (E)
- Previous experience in Payroll, HR, Finance (D)
- Knowledge of HR systems and using HRIS database and reporting applications, ideally PeopleXD (D)
- Ability to adapt and understand new technologies, and a drive to seek out emerging industry best-practice (D)
- Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures (E)
- ITIL Foundation Certificate (or other Service Management qualification) (D)
- Full Driving Licence (D) or the ability to get to the Quintdown office within 60 minutes, using public transport or other means (E)