Summary:

The HR Helpdesk Senior Associate (Functional) plays a critical role in building, expanding, and maturing the firm's Oracle HCM Helpdesk and Case Management capabilities. This role will be responsible for both day-to-day support and on designing scalable service models, enhancing Oracle

HCM functionality, and enabling consistent, high-quality employee support experiences across the organization.

As a functional contributor within the HRIS team, this role partners closely with People & Community (HR), HR COEs, and HRIS technical teams to define future-state Helpdesk capabilities, optimize Oracle HCM configurations, and support continuous improvement aligned with business needs and system roadmap priorities.

Responsibilities:

The Associate will be responsible for developing and maintaining operational processes and dashboards that support GTM initiatives. This includes working with cross-functional stakeholders to understand requirements, build solutions, and iterate based on feedback.

Oracle HCM Helpdesk Capability Build-Out

Serve in a functional support role in the design, expansion, and optimization of Oracle HCM Helpdesk and Case Management capabilities
Support the definition of future-state Helpdesk operating models, including intake design, case categorization, routing logic, escalation paths, and service standards
Partner with HRIS and HR stakeholders to identify opportunities to expand Oracle HCM Helpdesk functionality to support additional HR use cases and COEs
Contribute to the rollout of new Helpdesk features, workflows, and employee support capabilities

Advanced Functional Support & Enablement

Provide Tier 2 functional support for complex Oracle HCM Helpdesk cases while ensuring learnings are fed back into system and process improvements
Analyze recurring case themes to inform configuration changes, guided help enhancements, or upstream process redesign
Translate business needs into functional requirements, use cases, and user stories to support Helpdesk enhancements and roadmap initiatives
Act as a functional reviewer for Oracle HCM Helpdesk configurations to ensure scalability, consistency, and alignment to best practices

Oracle HCM Configuration, Testing & Releases

Support functional validation and testing of Oracle HCM Helpdesk, Journeys, Digital Assistant, and related employee support features
Participate in User Acceptance Testing (UAT) and regression testing tied to Oracle quarterly releases and Helpdesk enhancements
Validate new capabilities post-deployment and support stabilization activities to ensure successful adoption

Knowledge Management & Self-Service Expansion

Participate in the development and evolution of Oracle HCM knowledge articles, guided help, FAQs, and response templates
Identify opportunities to expand self-service and inquiry deflection through improved content and system guidance
Ensure knowledge assets scale with new Helpdesk capabilities, Oracle releases, and policy changes
Stakeholder Partnership & Change Enablement
Partner with HR COEs, People Operations, Payroll, Benefits, and HR Business Partners to enable new Helpdesk use cases and support models
Serve as a functional point of contact for HR stakeholders on how Oracle HCM Helpdesk capabilities can support service delivery and employee experience goals
Support change management and adoption efforts for new Helpdesk functionality, including communications, training, and readiness activities

Governance, Metrics & Continuous Improvement

Help establish and maintain governance standards for Oracle HCM Helpdesk configuration, case data, and reporting
Contribute to the development of Helpdesk metrics and insights to measure adoption, resolution quality, and experience outcomes
Participate in continuous improvement initiatives focused on scalability, automation, and long-term capability maturity

Education / Professional Experience/ Qualifications:

3–5+ years of hands-on functional experience supporting HR Helpdesk functionality, preferably including Case Management, knowledge management and AI agents in Oracle HCM.
Exposure to Oracle quarterly release cycles, UAT, and post-release stabilization
Experience building or scaling HR Helpdesk or shared services capabilities
Prefer experience working in large, complex, or multi-entity environments
Strong functional understanding of HR processes across the employee lifecycle
Experience translating business needs into functional system requirements
Demonstrated ability to think beyond immediate issues and contribute to capability design and improvement
Strong communication, analytical, and problem-solving skills

Senior Associate - HRIS HR Helpdesk (Functional)