Solutions Analyst

Information Technology
in Altamonte Springs
, FL
Reference: 19-03922

General Summary: 

With a focus on data integrity, productivity, and customer service, the Solutions Analyst is an individual contributor who performs functions related to identifying, creating, and maintaining resources to support facility employees/managers and HR Shared Services team members. This individual is responsible for analyzing data to identify gaps/needs and provide recommendations for resources while working closely with HR SS cross teams to ensure processes are well documented. The Analyst works on special projects as assigned by Employee Contact Center Manager and HRSS leadership.

Principal Duties and Job Responsibilities: 

  • Evaluate data on tool and resource usage to determine gaps and areas of deficiency to make recommendations for improvement and accountability to management team
  • Liaise with ECC leaders and HRIS colleagues to identify and recommend solutions to assist in areas of efficiency, quality, and service
  • Establish, document, and maintain processes and procedures for knowledge library maintenance
  • Collaborate with HR Shared Service and HRIS teams to draft internal knowledge library resources
  • Evaluate new facility knowledge library details and partner with internal and external resources to address gaps or discrepancies
  • Engage HR functional teams in the maintenance of knowledge library resources relevant to functional area
  • Create and maintain case management efficiency and service tools for contact center usage, such as text trays and documentation templates
  • Support multiple projects/initiatives and execute work prioritization and accuracy measures to ensure outcomes meet deadlines, service expectations, and operational level agreements with minimal supervision
  • Utilize critical thinking and problem solving to extrapolate customer survey results and team member feedback to evaluate existing resources for improvement and recommend new resources/process to better serve needs
  • Support in the development and maintenance of Employee Contact Center process and training documentation
  • Produce and maintain functional records and reports
  • Serve as a resource to identify, establish, and support process and system improvement
  • Maintain documentation of processes and resources guides related to position functions
  • Maintain understanding of HR policies and procedures
  • Maintain current knowledge of federal, state, and local employment law

Knowledge and Skills Required: 

  • Proficiency in Microsoft Office Suite
  • Ability to multitask, prioritize, and meet deadlines while maintain attention to detail and quality work
  • Functional knowledge of HCM/CRM or service request systems
  • Knowledge of human resource related areas of compliance, including federal, state, and local employment laws and healthcare/industry specific regulations
  • Knowledge of functional and/or administrator roles and actions in PeopleSoft/Oracle-based HCM/CRM

Education and Experience Required: 

  • Bachelor’s degree in relevant field
  • Three years relevant experience as a daily system user/tier 2 maintaining a knowledge library or process documentation repository
    • Service Request system, Human Capital Management (HCM) and Customer Relations Management (CRM) experience
  • PeopleSoft/Oracle system HCM/CRM experience
  • Diversified experience in human resources field or in an HR Shared Services model