HR Solution Architect

Profile

**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..

Job Summary

Responsible for aspects of office automation and system administration support including systems software, system performance, security, and system network integration. Troubleshoots issues, provides solutions in a timely and cost-efficient manner. Provides expert technical advice and counsel in the design and maintenance of the Zendesk system. Works with moderate guidance in own area of knowledge. Acts as a resource for colleagues with less experience.

Job Description

Core Responsibilities


Serve as a primary resource & consultant for technology matters for HR Service Delivery team

Gather and prioritize change requirements for the CRM.

Manage the development, internal testing and rollout of changes with internal teams.

Utilize analytics to improve ticket deflection and agent productivity.

Perform hands-on implementation of day-to-day changes in the areas of customizing fields, building and enhancing forms, knowledge base content and use of macros.

Access, create and edit business rules (automations, SLA service targets, triggers and views).

Review and tune workflows in Zendesk system to drive process improvement.

Evaluate and document configuration details.

Periodically audit agent permissions and ensure access is appropriate.

Support the onboarding process for new employees and contractors.

Support various systems such as the CRM, IVR, telephony and voice mail.

Serve as project manager for various initiatives & projects from development to implementation

Analyzes and revises existing system logic difficulties and documentation, as necessary.

Prepares detailed specifications from which programs will be written.

Includes analysis of business and user needs, documentation of requirements and translation into proper system requirement specifications.

Identifies and assesses probable interactions of related computer systems and predicts impact of a change in assigned system.

May review proposals, including gathering facts, analyzing data and preparing project overview which compares alternatives in terms of cost, time, availability of equipment and personnel etc. Recommends course of action.

Functions as a liaison between the client, community and internal IT and/or external software vendors to develop system solutions to processing systems or business problems.

Ensures data quality and integrity across data-specific application implementations.

Supports the testing team and business users in validating that the programs meet the requirements.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.


Skills


Knowledge of customer support processes.

Must be responsive, flexible, creative and open to change.

Ability to work independently and demonstrate strong conceptual and problem solving skills.

Able to work in a fast-past team environment where managing multiple priorities and deadlines.

Highly organized, responsive and good at project management.

Analytical with a keen desire to improve business processes and performance.

Proficiency in Excel and Visio

Vendor engagement

Data management and governance

Business process design and troubleshooting

API Experience a plus

Familiarity with json & xml file structure, JavaScript coding & HTML & CSS frontend development

Experience of administering Zendesk or Software as a Service System.


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making **** to $131,680.97

Disclaimer:


This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years

Salary:

Pay Range: $73,156.10 - $109,734.14

**MEMBERS ONLY**SIGN UP NOW***. intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

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