HR Systems Support Specialist

2 weeks ago

Houston, Texas, United States Oceaneering Full time
Company Overview

Oceaneering is a worldwide leader in providing engineered services and products, primarily catering to the offshore energy sector. Our expertise encompasses the development of products and services that support the entire lifecycle of an offshore oilfield, from exploration to decommissioning. We operate the most advanced fleet of work-class ROVs and are recognized for our excellence in offshore oilfield maintenance services, umbilicals, subsea hardware, and tooling. Our applied technology capabilities also extend to sectors such as defense, entertainment, material handling, aerospace, science, and renewable energy.

Position Overview

Oceaneering is actively enhancing its HR Operations Team and establishing a global HR shared services framework.

The primary function of HR shared services is to deliver exceptional customer service and support to employees, managers, and HR business partners concerning HR-related inquiries, transactions, and processes.

We are expanding the scope of HR shared services in terms of technology, geographic reach, and service delivery.

A vital aspect of our service provision is an HR case management system that facilitates key transactional and lifecycle processes.

We seek a dedicated team member who can improve and maintain our case management technology, ensuring streamlined processes and a positive experience for employees.


ROLE SUMMARY:
The HR Systems Support Specialist role involves providing technical assistance and support to users of HR technologies. This position is essential in ensuring a positive customer experience by addressing inquiries and resolving issues.

Key responsibilities include troubleshooting software-related issues, offering insights on system functionalities, and collaborating with internal teams to effectively meet customer needs.


WORK ENVIRONMENT

  • This role offers the flexibility to work in a hybrid setting, combining virtual and in-office work as necessary.
Key Responsibilities

PROCESS ENHANCEMENT AND EFFICIENCY

  • Identify opportunities to enhance HR processes and improve service delivery efficiency, proposing and implementing process improvements as required.
  • Gather feedback from end-users regarding product usability, performance, and feature requests, documenting and escalating enhancement suggestions to product management.
  • Collaborate with product development teams to test new features and software updates, providing feedback and identifying potential issues.
  • Work closely with HRIS administrators and IT teams to troubleshoot system issues, test enhancements, and implement system changes that enhance user experience and productivity.
  • Share knowledge, best practices, and solutions for common support issues with colleagues.

TECHNICAL ASSISTANCE

  • Serve as the primary point of contact for end-users (HR professionals, administrators, and employees) seeking assistance with HR technologies.
  • Diagnose and resolve software issues, providing step-by-step instructions, workarounds, or solutions to address problems.
  • Follow up with end-users to ensure satisfaction with resolution outcomes and identify areas for improvement.

USER EDUCATION AND TRAINING

  • Provide guidance and training to end-users on the utilization of HR applications, functionalities, and best practices.
  • Create and maintain knowledge base articles, user manuals, and tutorials to facilitate self-service troubleshooting and user adoption.
  • Develop FAQs and self-service resources to empower employee self-help and reduce dependency on the HR Service Center.
  • Proactively communicate system updates, maintenance activities, and service interruptions to end-users.
  • Conduct virtual or onsite training sessions for new users and administrators as needed.
Qualifications

ESSENTIAL

  • A bachelor's degree in information technology, Computer Science, Business Administration, or a related field, OR 3+ years of experience in delivering technology solutions.
  • Experience with HRIS platforms or HR-related software solutions such as case management systems, ticketing tools, CRM (Customer Relationship Management) software, and self-service portals.

PREFERRED

  • Familiarity with HR service delivery models, including HR shared services, centers of excellence, and outsourcing.
  • Proficiency in troubleshooting software applications, particularly web-based technologies and browsers.
  • Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely.
  • Strong problem-solving and analytical skills, with a focus on identifying root causes of issues and resolving them.
  • Understanding of HR processes and practices, including transactional lifecycle activities such as onboarding, transfers, employee data changes, leave management, and benefits.
  • Experience with ERP implementations.
  • A customer-centric approach with a commitment to delivering exceptional service and support.
  • Experience working with remote or distributed teams in a diverse global environment.
Additional Information

This position is Hybrid - Remote and will require commuting to a designated office. Hybrid work schedules are determined by the hiring manager based on business needs.

Equal Opportunity Employer

All qualified candidates will receive consideration for all positions without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, veteran status, disability, genetic information, or other non-merit factors.

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