SunGard HR Help Desk Analyst in Tunisia

HR Help Desk Analyst

  • Job ID #:JR24621

  • Functional Area:Please Select

  • Position Type:Full-Time Regular

  • Relocation Provided:No

  • Travel Percentage:0

  • Primary Location:TN-Ariana-Ariana ZI Chotrana-4174

  • Secondary Location(s):IN-Pune-Pune Westend Center One-4144

    • Department:
  • Education Desired:Bachelors Degree or equivalent

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Position Responsibilities\Requirements:

Employees, Managers & HR Constituents requiring assistance with Workday, Cornerstone, KnowHow Human Resources Portal and other HR Technologies

•Respond to requests via email, phone and chat as appropriate

•Track and route problems and requests; document resolution and follow-up

•Identify, diagnose and resolve Tier 1 technical issues for all incoming contacts

•Support callers with various aspects of HR Technology Support, including but not limited to:

o Processes for Employees

o Navigation Support

o Multi-Step Processes for Managers & HR

o HR System and Access Support

o Cyclical Event Support

o Workflow Support & Escalation

•Provide direction to callers to appropriate content, policy and contextual help

•Understand country, regional and functional role differences with respect to technology, workflow and content

•Monitor operational processes assigned to Tier 1, such as batch schedule reviews and escalations as needed

•Complete all calls/emails/follow-ups in a timely and professional manner

•Identify problems and answer questions quickly and precisely – one call resolution is expected – limit escalations to Tier 2

•Escalate to Tier 2 for follow-up or resolution as required – fully document all captured information at Tier 1to avoid any duplication of effort or delay in response

•Participate in system testing of Workday and other HR Technologies in support of major enhancements, releases and upgrades

•Contribute to knowledge base of common solutions, question responses, etc.

•Complete Workforce Admin maintenance (data entry) as requested by, and coordinated with Tier 1 management and/or other support tiers

•Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability, and have a willingness to develop and consistently improve

•Post and update content on HR Portal as required

•Assume additional HR administrative

responsibilities as requested by Tier 1 leader and in support of evolution of the role

Position Requirements:

Excellent communication skills – writing, telephone; English and French language proficiency required

•Ability to work under pressure

•Flexible in working shifts (rotational) and as required by the business weekends and off-hours

•Sensitive to cultural differences

•Excellent organizational skills

•Minimum 2 years previous IT Service Desk and/or call center experience required

•Minimum 1 year experience with support of HR related systems; Workday preferred but not required

FIS™ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS’ more than 53,000 worldwide employees are passionate about moving our clients’ business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.



FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is availablehereandhere

For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

As part of the selection process this role may require an assessment to determine suitability