HRIS HR Helpdesk Senior Associate

Grant Thornton • Chicago, IL

10d • $76,000 - $114,000 • Hybrid

About The Position

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.

Requirements

• 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
• 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

Nice To Haves

• Prefer experience working in large, complex, or multi‑entity environments

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

Benefits

• Whether it’s your work location, weekly schedule, or flex time off, we empower you with the options to work in the way that best serves your clients and your life.
• Here, you are supported to prioritize your overall well-being through work-life integration options that work best for you and those in your household.
• We understand that your needs, responsibilities and experiences are different — and we think that’s a good thing. That’s why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed