Senior HR Systems Analyst

Senior HR Systems Analyst *LI-MB1

Based in Dublin

Are you an experienced Portal, Knowledge Management System (KMS) and Case Management Analyst looking for a new challenge within a company which will offer you a strong support network and an inspiring working environment, then this is the job for you. 

The successful candidate will provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems quite often those that will have been escalated by the Helpdesk Advisor. Responds to requests for technical support received through the case management tool, telephone and email. They will also oversee and manage small to medium projects of enhancements to existing technology including design, planning, problem solving, communication and implementation.

Job Functions / Responsibilities:

• Providing expert, quality, timely HR technology support to the global business.
• Ensuring detail related to support issues are captured fully and updated accordingly using our case management tool.
• Adhering to agreed practices and processes when managing support issues.
• Working in conjunction with other internal as well as third party HR system/service providers required in order to insure that issues are managed to satisfaction of customers.
• Escalate issues to external vendor in a timely fashion where required.
• Work closely with Project Leader to make agreed system configuration changes
• Advise Project Leader and other team members on system capabilities / functionality across all HR technologies.
• Provide back up the Helpdesk advisor and act as level 2 support on more complex issues.
• Delivery of end user training across the full suite of HR Technologies
• Delivery of technical level training across the full suite of HR Technologies.
• Dealing with unusual or unforeseen technical and end user problems in an efficient and professional manner.
• Create and execute project work plans and revise as appropriate to meet changing needs and requirements within agreed timeframes. 
• Resolve and/or escalate issues in a timely fashion.
• Work to the Business Centre’s measured services around support queues and complex development requests
• Manages multiple projects simultaneously, prioritizing/organizing and tracking technical and functional details and meeting deadlines of multiple projects with varying completion dates.
• Overseas security and access levels across the full suite of HR Technologies.

Experience and skills required:

• Ability to own and drive HR Technology related projects comprising internal and external team members
• Ability to priortise and re-priortise work according to changing requirements
• Proven expert technical and functional ability in the use of a range HR information systems
• Excellent communication, organizational, problem solving and analysis skills
• Ability to make complex technical and functional customizations across a range of HR Technologies.
• Desire / ability to make it better
• Experience and familiarity within a HR Shared Services model design, and the associated processes and challenges
• Experience developing & supporting a Case Management suite

Benefits of Working in ICON

ICON enjoys a strong reputation for quality and is focused on staff development.  We make it our mission to attract the most diverse and creative minds into the business and we continually strive to provide opportunities for our people to excel, grow and build a great career.  We understand that our greatest asset is the skills and talents of our people and they are truly what set us apart. 

Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package.  This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.

We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career. 

ICON is an equal opportunity employer - M/F/D/V and committed to providing a workplace free of any discrimination or harassment