IRC HRIS HeklpDesk Officer 2015

Job Description

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. 

Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. 

At work today in over 40 countries and 22 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.Applications are invited for the following position:

HRIS HeklpDesk Officer

Sector: Human Resources
 

Location: Kenya
 

Employee Type: Regular
 

Employee Category: Full Time

Scope of Work: The IRC Human Resources Information Systems (HRIS) team is responsible for the implementation, rollout and support of Workday, so that it becomes the single, authoritative, global source for all IRC HR information.

The primary objective of this HRIS Help Desk Lead will be to support HRIS & HR teams using Workday to keep their staff information up-to-date and accurate on Workday, and to ensure they use Workday processes optimally.

As Helpdesk Lead, you will manage 3 HRIS analyst and will ensure that all requests from users log in our ServiceNow system are handled in a timely manner. Status reports will be provided to the HRIS manager as well a top company management, in addition to handling workday production issues.

The position will be responsible for providing proactive primary support to our country program HR users of Workday, as well as monitoring usage and data integrity, providing regular training and preparing webinars, and maintaining a summary dashboard of Workday usage across our country programs for senior stakeholders.

The role will also support other activities of the HRIS team as needed, including activities related to Workday rollout to additional country programs, training preparation, and data correction.To support an effective first tier support to Workday users, the position will need to quickly build a deep understanding of Workday security structures, business processes, approvals, transactions, reports, dashboards and data structures.

A strong understanding of the HR context for these reports, transactions and data will be important in the delivery of high-quality support and in the identification of opportunities for improvement.  

This position will be required to monitor support requests, usage statistics, data integrity interventions and other key indicators of optimal Workday use.  

Payroll and HR reporting cycles will be a key consideration for this role’s activities and priorities, including Global HR Metrics reporting.This position requires solid organizational and analytical skills, with a focus on accuracy and attention to detail.

Strong proficiency in at least one HR or payroll system and in MS Office, especially Excel, is required.The position will work under the direction and supervision of the HRIS Director, based in New York.

Responsibilities

As HRIS Help desk lead assigns Workday tickets to the HRIS team and ensure work is completed in a timely manner.

Prioritize and schedule problems in accordance with Service Level Agreement (SLA). Escalate problems as needed appropriately to other designated HRIS team members (Tier 2)

Perform hands-on fixes at the Tier 1 level such configuring HRIS system or guide users how to correct data. escalate support issues as needed for specialized resolution and quality assurance. Notify the HRIS Director.

Ensure that all pertinent end user identification information, including name, department, contact information, and nature of problem or issue is provided

Provide timely, concise, clear and helpful updates to Workday users on the status of their requests

Apply diagnostic utilities to aid in troubleshooting by utilizing diagnostic and help request tracking tools

Perform routine scheduled audits of data, reports usage, transaction volumes, incomplete processes and transactions, and other required indicators, and record the audit information comprehensively in a dashboard report accessed by senior stakeholders (sustainability dashboard)

Creates regular reports regarding team and individual accomplishments

Access software updates, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

Identify and learn appropriate software and hardware used and supported by the organization

Perform post-resolution follow-ups to help requests, as needed

Develop help sheets and frequently asked questions lists for end users

Collaborates with other team members and HRIS Director to review aspects for service improvement with processes and ensure that client needs are being met.

Performs other related duties as assigned.

Ensure that Workday data is being used by country program HR teams to drive their payroll cycles, and compare Workday data with payroll data to measure adherence

Ensure that Workday data is being used as an input to Global HR Metrics and other report requests

Collaborate with HRIS colleagues to prepare for and test the semi-annual Workday upgrade, and communicate with Workday users on the impact of the upgrade

Motivate HR teams and be firm on expectations in using Workday optimally and in keeping staff data up-to-date

Perform other special projects as needed

Qualifications

Advanced degree preferred with at least five (5) years progressive HR or HRIS experience in a multi-cultural, multi-location organization,

Experience with a helpdesk ticketing system and  managing a helpdesk team required

3 plus years of experience navigating and using packaged software or custom developed applications and tools required

Experience in working on projects, preparing and analyzing information reports required

Strong organizational skills are required, with a focus on accuracy and attention to detail

Excellent customer service, communication (both written and verbal), and collaboration skills required

Self-motivated with the ability to work both independently and in a team environment

Excellent analytical, problem solving and troubleshooting abilities as well as strong data analysis acumen are required

Strong proficiency in MS Office (Word, Excel, Outlook, PowerPoint, Access); Excel ability to create macros, pivot tables, vlookups, analytical capabilities and workbooks required

Experience in preparing and delivering training a plus, both for one-to-one and group training delivery

Experience in using WebEx or similar tools in working with end users or in training contexts a plus

Demonstrated ability to work professionally and discreetly with confidential information

Flexibility in daily schedule and ability to understand and react quickly to changing priorities

English fluency required; French and/or Arabic would be helpful

Position based in Nairobi, Kenya with 25% travel anticipated

Open to national candidates only

How to Apply

Kenyan nationals are encouraged to apply

International allowances and benefits will not be applicable for this position.IRC leading the way from harm to home.

IRC is an Equal Opportunity Employer.

IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status or disability.