- Company Name
- W3Global
- Job Title
- Move works Application Support Analyst – HCM
- Job Description
-
**Job Title:** MoveWorks Application Support Analyst – HCM
**Role Summary:**
Provide L2/L3 support, configuration, and continuous optimization of the MoveWorks AI platform for HR/HCM processes. Ensure stable operations, accurate conversational automation, and high‑quality employee experiences across PTO, payroll, benefits, onboarding, life‑event changes, and documentation within an SLA‑driven service model. Collaborate with HR, HRIT, ITSM, and vendor teams.
**Expactations:**
- Maintain platform reliability and compliance with data‑privacy and security standards.
- Increase HR self‑service automation and ticket deflection while reducing case resolution times.
- Deliver measurable improvements in user satisfaction and key performance indicators (automation rate, MTTR, etc.).
**Key Responsibilities:**
- Deliver incident, service request, and problem management for MoveWorks HR use cases.
- Analyze and resolve failed intents, incorrect responses, and escalations; coordinate with vendor support for complex issues.
- Configure and administer integrations with HRIS/HCM systems (e.g., Workday, ServiceNow HRSD), manage chatbot skills, intents, workflows, approvals, and smart handoffs.
- Manage user identity, access controls, role‑based responses, and multilingual settings.
- Enable end‑to‑end HR self‑service automation for onboarding, life events, approvals, and employee data changes.
- Track and report KPIs (automation rate, case deflection, MTTR, satisfaction); maintain runbooks, SOPs, and documentation.
- Partner with HR and service delivery leaders to onboard new use cases, support releases, and participate in SLA/governance reviews.
**Required Skills:**
- 4–8+ years application support, HRIT, or enterprise SaaS experience.
- Hands‑on with MoveWorks HR chatbot or similar virtual assistant platforms.
- Deep understanding of HCM processes (PTO, payroll, benefits, onboarding, employee lifecycle).
- Experience with ServiceNow HR Service Delivery or comparable case management tools.
- Knowledge of SSO, identity management, APIs, and SaaS integrations.
- Strong communication and stakeholder management abilities.
**Required Education & Certifications:**
- Bachelor’s degree in Information Technology, Computer Science, Human Resources, or related field.
- Preferred: ITIL Foundation or HRIT certification.
- Preferred experience with Workday, SAP SuccessFactors, or Oracle HCM integrations.