HR Service Delivery Platform Workflow Analyst

The HR Service Delivery (HRSD) Platform / Workflow Analyst is responsible for supporting, configuring, optimizing, and continuously improving the technology and workflows that enable HR Shared Services. This role serves as a key liaison between HR Shared Services, HR Centers of Excellence (COEs), HR Technology/HRIS, IT, and third-party partners to translate business requirements into efficient, scalable, and employee-centered HR service delivery solutions. 

The Analyst supports the HR service delivery platform, case management, workflow automation, integrations, service-level agreements (SLAs), routing, employee and manager self-service, knowledge management, reporting, and digital service experiences. This role will help ensure the HRSD platform functions as the digital front door for HR, enabling employees and leaders to easily access HR information, submit requests, track cases, and complete HR processes.

Duties and Responsibilities:

• Workflow Design and Automation
• Case management and Service operations
• Employee and Manager Self Service
• Integration and Technology Partnership
• Reporting, Analytic and Continuous Improvement
• Testing, Implementation and Change Management
• Governance and Documentation

Education:

• Bachelor's Degree in: Human Resources Administration, Business Administration, Information Systems, Technology,
  Operations, or a related field (Required)
• Master's Degree in: Business Administration, Human Resources, Information Systems, or a related field (Preferred)

Preferred Licenses and Certifications

• ServiceNow, Oracle, ITIL, Lean, Six Sigma, Agile, or related certification preferred.

Experience:

Required experience 

• Supporting HR technology, HR operations, HR Shared Services, service delivery platforms,
  workflow automation, business analysis, or related functions. (3 years)

Preferred:

• Implementing and supporting enterprise HR technology solutions, including ServiceNow HRSD,
  Oracle HCM Cloud, or similar platforms. 
• Business process analysis, workflow design, testing, reporting, and continuous improvement.
• Collaborating across HR, HRIS, IT, and business stakeholders.
• Experience with HR Shared Services, service delivery technologies, workflow automation, and contact center
  solutions. 
• Experience in large, complex healthcare or multi-site environments.