Application Support Analyst

Role Overview

The HCM Application Support Analyst is responsible for assisting clients utilizing the company's HR and payroll software by troubleshooting issues, resolving support tickets, aiding in system testing, and offering user guidance and training as necessary.

Key Responsibilities

• Diagnose and resolve application support problems efficiently.
• Investigate, document, and escalate software defects appropriately.
• Provide assistance to clients regarding inquiries related to HCM, payroll, and HRIS systems.
• Support quality assurance testing and system update processes.
• Create and maintain comprehensive Knowledge Base documentation.
• Conduct training sessions for clients and internal teams occasionally.
• Maintain confidentiality of all client information handled.

Required Skills

• Experience in providing technical support.
• Proficiency with Application Programming Interfaces (API).
• Familiarity with Report Center and reporting tools.
• Knowledge of Single Sign-On (SSO) technologies.
• Strong problem-solving and analytical capabilities.
• Excellent communication skills and customer service orientation.

Preferred Experience

• Working knowledge of HRIS/HCM platforms.
• Experience in payroll and benefits administration.
• Familiarity with PrismHR, HRPyramid, or other PEO/ASO software.

Ideal Candidate Profile

The ideal applicant is a technically adept and customer-oriented professional with experience supporting HR or payroll systems, skilled at troubleshooting software issues and able to communicate effectively to both technical and non-technical stakeholders.