Senior Support Analyst - Human Capital Technology

IN_Senior Associate_HCT_Digital Integration_Advisory_Kolkata

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Microsoft

Management Level

Senior Associate

Job Description & Summary

At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions.

In technology delivery at PwC, you will focus on implementing and delivering innovative technology solutions to clients, enabling seamless integration and efficient project execution. You will manage the end-to-end delivery process and collaborate with cross-functional teams to drive successful technology implementations.

Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

Job Summary: 

We are seeking a highly skilled and experienced Senior Support Analyst to join our Human Capital Technology team for assisting in EST hours. The ideal candidate will possess strong technological skills and a deep understanding of HR systems, including HR management systems, applicant tracking systems, learning management systems, performance management systems, and payroll systems. The role requires expertise in data analysis, report writing tools, and proficient use of Alteryx, PowerBi and MS suite.  The successful candidate will be responsible for investigating and troubleshooting technical issues, managing system enhancements, and providing exceptional support to our team.  

 

Responsibilities: 

Managing clients and business stakeholder expectations – as there will be broad range of client groups 

Provide expert support for HR management systems, applicant tracking systems, learning management systems, performance management systems, and payroll systems. 

Utilize a variety of report writing tools and automations to develop management reports and metrics. 

Manage document management systems and support SharePoint-based technologies. 

Utilize Alteryx and PowerBi for data analysis and reporting. 

Handle technical support tickets using ServiceNow or other related systems. 

Apply ITIL methodologies and processes for Incident, Change, and Problem Management. 

Ticket queue management to work within defined SLAs with over 92-93% SLA adherence. 

Analyze data to develop and implement solutions and extract data for management reporting. 

Lead and participate in testing system enhancements, bug fixes, and new releases. 

Investigate and troubleshoot functional and technical issues effectively. 

Communicate complex issues clearly and concisely to staff at all levels. 

Collaborate with multidisciplinary teams and work under tight deadlines. 

Manage MIMs (P1& P2) over triage calls and engage till resolution. 

  Mandatory skill sets: 

HCT

Preferred skill sets: 

Years of experience required: 

3 to 7

 

Education Qualification: 

B.tech, B.Evendors. 

 Some type of degree or certificate in HR, computer science, or equivalent. 

 

 

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Bachelor of EngineeringDegrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

HCT (Inactive)

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Client Management, Communication, Creativity, Deliverable Planning, Delivery Management, Developing User Stories, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, IT Business Strategy, IT Consulting, IT Infrastructure, IT Service Management (ITSM), IT Systems Development, Leading Design Workshops, Learning Agility, Market Research, Optimism, Process Improvement {+ 22 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

Experience Level

Senior Level