Senior Support Analyst

Description

Job Summary: We are seeking an experienced and proactive Senior Support Analyst to join our team, responsible for the implementation, support, and continuous improvement of HCM solutions, optimizing processes and ensuring operational efficiency. Key Highlights: 1. Proven experience with HCM systems and ITIL methodology 2. Focus on continuous improvement and optimization of business processes 3. Collaboration with internal teams and vendors to resolve issues **About the Role** ---------------- We are looking for a Senior Support Analyst to join our team — an experienced and proactive professional with solid knowledge of Human Capital Management (HCM) systems, ITIL methodology, documentation management, and process optimization. The ideal candidate will be responsible for implementing, supporting, and continuously improving solutions that directly impact the organization's operational efficiency. **Key Responsibilities** -------------------------------- * Provide SaaS technical support for Joinin and expertise in HCM systems, ensuring solution availability and proper functionality * Analyze support requests, prioritize actions, and resolve issues within established SLAs * Document procedures, processes, and solutions clearly and comprehensively for support and training purposes * Implement and maintain documentation management standards, ensuring timeliness and accessibility * Map, analyze, and optimize business processes related to supported systems * Participate in continuous improvement initiatives following ITIL methodology * Collaborate with internal teams and vendors to resolve complex issues * Conduct training for end users and other departments as needed * Maintain support performance reports and metrics * Help identify trends and opportunities for process improvement **Required Skills and Knowledge** ------------------------------------------- Technical Knowledge: * Proven experience with HCM (Human Capital Management) systems — implementation, configuration, and support * ITIL Foundation certification (or higher) or in-depth knowledge with practical application in support processes * Knowledge of documentation management, procedure standardization, and documentation best practices * Experience in mapping, analyzing, and optimizing business processes * Familiarity with ticket management tools and demand control systems Behavioral Competencies: * Excellent verbal and written communication skills * Strong analytical ability and capacity to solve complex problems * Proactivity and autonomy in task execution * Customer service orientation and focus on user satisfaction * Teamwork capability and interdepartmental collaboration * Attention to detail and commitment to quality * Willingness for continuous learning and knowledge updating **Educational Requirements** --------------------------- * Bachelor’s degree in Business Administration, Information Systems, or related field * Knowledge of ITIL Foundation (certification is a plus) * Additional certifications are advantageous (e.g., ITIL Intermediate, project management, Six Sigma, etc.)