Job Category: Human Resources
Role Overview:
The Global HR Application Support Lead works closely with HR, HR Technology Functional Leads, Digital Technology (DT), Payroll, the AMS vendor, and Colleague Services to optimize the delivery of HR, payroll, and integration systems. This role places a strong focus on process improvements and project initiatives. Supported global systems include Workday, ServiceNow, and ADP (GlobalView, Celergo, EV5, and third-party payroll providers), encompassing all related integrations across 80 countries.
Additionally, the Global HR Application Support Lead collaborates with Colleague Services to educate Tier 1 and Tier 2 resources on the correct routing of tickets, identify and implement process improvements, and reduce reliance on our AMS vendor.
On a typical day you will:
This role collects business requirements and converts them into technical specifications. This position is important in identifying business testers, evaluating new functionalities, and facilitating downstream testing for payroll systems such as GlobalView, Celergo, EV5, and third-party providers. It also involves working with integration owners for testing and obtaining business and COE sign-off to support release plan process. Additionally, this role leads the hypercare phase for project deployments and the operationalization of enabling technologies, making sure of a smooth transition to Colleague Services.
This role is important in driving the advancement and maturity of the HR Operations organization, significantly contributing to the broader HR regional transformation plan. The role manages tickets coming into ServiceNow and serves as Tier 3 support for timely resolution.
What You Will Need to be Successful:
As a technical subject matter expert in HR operations and system administration processes, this role makes sure services are delivered in the most efficient, accurate, and effective manner through HR systems and technological development. The Global HR Application Support Lead works across all countries, working in partnership with regional and global centers of expertise to enhance HR technology. By using metrics and analytics insights, this role continuously improves the value proposition and makes sure of optimal performance of HR systems and processes.