Lead Analyst Employee Service Center

MSG Entertainment Holdings•New York City, NY

13d•Onsite

About The Position

The Lead Analyst Employee Service Center provides day-to-day leadership, escalation management, and operational oversight of Employee Service Center (ESC) activities, ensuring accurate, timely, and consistent delivery of HR services supported by Oracle HCM. This role serves as the primary point of coordination for daily execution, quality assurance, and issue resolution within the Employee Service Center. The Lead Analyst supports and guides Analysts, resolves complex employee and system issues, and ensures adherence to established processes and service standards. The Lead Analyst has a strong focus on operational execution, service quality, and Oracle HCM expertise, with limited formal people-management responsibilities.

Requirements

5+ years of experience in HR Operations, Employee Service Center, or HRIS roles.
Direct, hands-on experience using Oracle HCM is required.
Strong working knowledge of Oracle HCM Core HR and Oracle Time and Labor; experience with Oracle HR Help Desk preferred.
Experience supporting HR transaction processing, employee case management, and system testing.
Prior experience in a Lead, senior, or acting Lead capacity—providing day-to-day guidance, quality review, workflow coordination, or escalation support.
Strong analytical, problem-solving, and communication skills.
Detail-oriented with a focus on accuracy, consistency, and continuous improvement.
Experience working in a matrixed organization with multiple stakeholders.
This role mandates consistent attendance at the office during core business hours to ensure operational coverage and team connectivity.

Responsibilities

Provide day-to-day leadership and coordination for the Employee Service Center, including work prioritization, workload distribution, and real-time issue resolution.
Serve as a subject-matter resource for the team, leveraging strong working knowledge of Oracle HCM and Employee Service Center workflows.
Ensure consistent and correct use of standard operating procedures, case management workflows, and system controls within Oracle HR Help Desk, identifying gaps and reinforcing adherence as needed.
Monitor service quality, case trends, and escalation patterns to ensure effective and compliant resolution of employee inquiries and HR transactions.
Assist in handling complex employee, system, or data escalations that cannot be resolved at the frontline level.
Monitor productivity, turnaround times, and error trends, particularly during critical activity periods such as payroll cycles, open enrollment, or system releases.
Review and monitor the quality and accuracy of HR transactions, case resolution, and data updates within Oracle HCM, ensuring compliance with established standards.
Support complex HR transaction processing and data maintenance within Oracle HCM, including Core HR and Oracle Time and Labor, ensuring accuracy and compliance.
Monitor data integrity trends and downstream impacts to Payroll, Benefits, Compliance, and reporting, identifying recurring risks or issues and escalating as needed.
Coordinate with Compensation, Benefits, Payroll, Human Resource Business Partners, and HR Technology to ensure alignment, readiness, and consistent execution of system updates and operational enhancements within Oracle HCM.
Oversee testing readiness and execution for system enhancements, configuration changes, and quarterly Oracle releases, ensuring issues are tracked, communicated, and resolved.
Analyze service center metrics and operational data; prepare reports and insights to support leadership decision-making.
Support onboarding, knowledge transfer, and consistency of service delivery across the Employee Service Center team.
Identify recurring errors, process gaps, or training needs and recommend corrective actions.