As a member of the HRMS business analyst team, this position is responsible for less complex enhancements and updates to PeopleSoft that resolve production support issues. The position will support Senior Business Analysts in more complicated enhancements and updates that resolve production support issues.
The HRMS Production Support Business Analyst (BA) is the second level support (Tier II) in the OHR Call Center and an entry level member of the HRMS business analyst team. The Call Center is the key resource for the University community to address specific questions related to human resource topics.
This position has primary responsibility for the production support function with the HRMS system. Work comes in via technical calls and other escalated cases in a fast paced, high volume office which requires the need for speed and accuracy and the ability to provide professional, efficient and quality customer service. This role require the use of discretion and independent judgment in decision making for highly complex and non-standard questions, and research solutions with Senior Business Analysts, policy owners, and business process owners.
HRMS (75%): • Partner with HR Business Process owners (Payroll, Human Resources, Benefits) to design less complex break/fix system enhancements, related to production support issues, according to requirements. • Able to use query tools as needed for research, troubleshooting, and reporting purposes including PeopleSoft Query and SQL • Author and review less complex functional design documents, related to production support issues, which will be used to communicate business requirements to the technology development team. • Facilitate, support, and execute integration and system testing plans. • Troubleshoot, analyze, detect, identify and correct problems and deficiencies. • Proactively develop relationships with internal business partners to accurately capture business requirements. • Understand, document, and streamline business processes across all HR functions. • Liaison with vendor and other IT areas to develop and test integration functionality to ensure it meets business specifications. • Serve as a positive change influencer within the call center team, within OHR, and across the University.
Call Center (25%):
• Answer HR Professional calls (4-UOHR), email, or cases logged in the case management tool. Cases are related to technology, process or policy. • Support the following areas of HR: unit level HR Staff, Tier I Call Center, OHR business process owner, OHR policy owners and Tier III HRMS staff. • Log all cases in case management tool as required, using pre-defined coding scheme to ensure accuracy and reporting capabilities. Determine if new coding schemes are needed based on case trends. • Meet all service level standards as set by management. These include standards related to timeliness, accuracy and case quality measures. • Use knowledgebase documentation to answer questions consistently and quickly. • Maintain knowledgebase documentation – update and train Tier I Call Center Specialists as needed or as new solutions are developed. • Ability to determine when questions have policy or process implications and reaches out to business process owners and/or policy owners to discuss potential need for process or policy updates. Coordinates solution with all users. • Considered the clearing-house for all service requests – resolves incidents by working with Tier III systems support, business process owners and policy owners to ensure issues get closed per established SLA. • Escalates cases to Tier III HRMS, process owners or policy owners, if answer cannot be determined. Documents resolution and trains others on solutions as needed, once answer is determined through escalated cases to HRMS Business Analysts. • Able to recommend, gain buy-in through collaboration, and implement process improvement opportunities. • Able to consult with customers to determine needs and resolve questions. • Participates on project teams as requested. • Liaison with end-user training function to recommend topics for training based on case and data trends. • Conducts case trend analysis and reporting. • Forwards transaction requests for processing to payroll, Unit HR or Workforce Data Management teams. • Recommends communications to user community based on case and data trends.
BA/BS in Human Resources or Information Technology plus 2 years of experience or a related field or a combination of related education and work experience in the areas of business or systems process analysis to equal 6 years.
Excellent communication skills, both written and oral, including communicating technology related concepts effectively with non-technically proficient individuals. Ability to determine appropriate times and methods for communications.
Ability to work collaboratively with people from a variety of backgrounds including business representatives from across the University, business process owners, the call center team, HRMS team, and customers.
Experience with Microsoft tools such as Word and Excel and / or Google documents and HRMS systems.
BA/BS and one (1) year professional level experience in Human Resources or Information Technology OR a combination of post-high school education and relevant professional experience totaling two (2) years.
Preference will be given to those candidates with experience providing customer service in a call center environment, and with demonstrated knowledge of human resource topics and/or previous work as a business analyst. Must have a commitment to providing a professional level of customer service. Ability to work independently and in a team environment.
Must have demonstrated strong written and verbal communication skills, demonstrated excellent analytical/problem solving skills and the proven ability to work with clients of diverse backgrounds and cultures.
Internal Number: 330966
About University of Minnesota, Twin Cities
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