Sr. Manager, HR Ops – Issue

Overview
The role of the HR Ops Sr Analyst is to serve as the resource for reviewing integration issues and understanding the underlying causes as data or defects that require break fixes. The role is responsible to triage and respond to critical issues received on tickets and/or reported by the global IT Ops team. The Integrations lead is responsible to evaluate the level of criticality of the issue, confirm business impacts and drive the resolution.

The role is responsible to ensure that the effective and efficient response of tickets related to integration and making sure that the corresponding interactions with the PepsiCo IT ticketing systems are correctly managed. This role will be leading integration calls amongst team and will be responsible to coordinate with the business owners the corresponding resolution, provided testing is required to solve an issue.

The incumbent will work under the direction of an Operations Support Manager who will guide and help manage escalations and stay focused on delivery effective solutions. This role will work closely with the Issues/Incidents lead for Employee Central, SAP HCM Issue and Integrations Leads as well as any other tool owners within global HR Operations function. The incumbent will also work with the Testing Lead and/or Analyst to deliver testing efforts for integration break-fixes as well as with other Data Quality and Audit resources within the team to clear data issue, ensure quality going forward and acknowledge any audit issues, if applicable.

The HR Ops Sr Analyst role requires the ability to collaborate with multiple teams and being focused and solving and identifying underlying causes for critical or repetitive issues.

Responsibilities

• Manage and coordinate day-to-day integrations related issues, including resource management, priorities, emergencies and other support activities.
• Appropriately assess impacts and risk on integrations issues and failures and communicate back to management for proper escalations
• Consult with business clients, when needed, to determine gaps on the performance of integrations and business requirements
• Identify when issues require fundamental changes and provide proper documentation to reroute the request
• Coordinate integrations defects with the Employee Central Issue/Incident Lead as well as the HCM Issue and Integrations lead to evaluate the result from proper analysis
• Create and maintain weekly dashboards on the integrations tickets and failures to provide insights and KPIs to the team's leadership
• Assist, as needed, on any global system outages and provide up to date status on the issue
• Be able to verify and confirm the troubleshooting steps provided by the different vendors and accurately determine next steps for resolution
• Analyze trends amongst integration and employee data issues to identify root cause and prevent repeptive issues
• Assist the implementation of new functionality and changes to the mass load tool.
• Test all changes relevant to the mass load tool

Qualifications

• Minimum of a bachelor's degree, preferably in IT or Human Resources
• 8-10years of total work experience
• 5+ years of experience in HCM system implementations/HRIT
• Experience on working in large scale HCM ERP/Cloud solutions: SuccessFactors Employee Central or SAP HCM preferred, but will consider Workday, PeopleSoft or Oracle HRMS
• 5+ years of experience with an ITSM (IT Service Management) type ticketing solution / ITIL Framework
• Proven experience in customer service
• Strong critical thinking and analysis skills
• Experience in documentation and revising remediation processes and procedures.
• Ability to collaborate, establish and maintain credible and influential relationships at all levels.
• Ability to multi-task and prioritize and ancipiate issues as well as to make connections on different issues
• Strong Detailed-oriented skills
• Capability to communicate in both technical and non-technical language according to their audiencte
• High stress tolerance