Service, IT Analyst

Saxon Global•Atlanta, GA

About The Position

This role supports the HR Information Technology (HRIT) organization by providing application ownership, operational support, release coordination, vendor engagement, process improvement, and project support across key HR technology platforms. The successful candidate will serve as a trusted IT partner to HR business stakeholders, vendors, compliance teams, and technical delivery teams, helping ensure HR systems remain stable, compliant, well-supported, and aligned with business needs. The Senior Services Analyst will act as an HRIT application and operations lead for assigned HR functional areas and applications. This individual will manage day-to-day support responsibilities, coordinate production and non-production changes, support audits and compliance requests, facilitate operational routines, and partner with business and technical teams to resolve issues, improve processes, and support system enhancements.

Requirements

Strong understanding of HR technology operations, application support, release management, and production support processes.
Ability to translate business needs and operational requirements into technical solutions, support processes, design inputs, and actionable work plans.
Experience supporting HR or large enterprise systems such as Oracle HCM, ServiceNow HRSD, iCIMS, Pilat, Vemo, or comparable ERP and HR platforms.
Knowledge of HR business processes such as recruiting, talent management, core HR, payroll, benefits, time entry, workforce planning, and HR analytics.
Experience with change management, incident management, problem management, audit support, access controls, and operational readiness activities.
Excellent written and verbal communication skills, including the ability to explain technical topics clearly to non-technical stakeholders.
Strong coordination and facilitation skills, with the ability to lead recurring meetings, manage follow-ups, remove blockers, and drive work to completion.
Ability to work independently, manage competing priorities, meet deadlines, and operate effectively in a fast-moving environment.
Experience working with vendors, business partners, compliance teams, and technical delivery teams.
Familiarity with Agile delivery practices and the full software development and support lifecycle.

Nice To Haves

Experience with automated testing, including unit, UI, and functional testing, is preferred.
Exposure to tools such as ServiceNow, Azure DevOps, GitHub, Jenkins, Python, Apigee, Boomi, or similar development and integration tools is preferred.

Responsibilities

Serve as primary HRIT support owner for assigned HR applications and functional areas, including Talent Acquisition, Talent Management, Workforce Planning, and Audit-related responsibilities.
Build and maintain strong working relationships with HR business users, vendors, HRST partners, compliance teams, and technical delivery teams.
Coordinate Oracle HCM quarterly patch activities, including meeting facilitation, change ticket readiness, migration scheduling, deployment monitoring, and issue resolution.
Oversee HRIT release management activities, including review and approval of RITMs and change tickets, coordination of off-cycle changes, and alignment across production and non-production environments.
Support IT compliance and audit requests by coordinating evidence collection, working with business and HRIT stakeholders, and maintaining audit request documentation and dictionaries.
Plan and execute disaster recovery drills for HBV applications and ensure readiness across assigned systems.
Lead or support process improvement efforts across HRIT operations, with a focus on reducing incidents, clarifying ownership, improving documentation, and strengthening operational discipline.
Facilitate recurring HRIT operational meetings, including HRIT/HRST operations calls and monthly knowledge-sharing sessions such as BYOC.
Provide production support, incident triage, problem management, and coordination for assigned systems, including critical or major incident coordination when needed.
Ensure recurring issues are documented, communicated, and moved toward permanent resolution in partnership with business users, vendors, and technical teams.
Maintain and review application documentation, including functional designs, technical designs, operational procedures, security documentation, and knowledge-transfer materials.
Support project delivery as an IT subject matter expert by contributing to RFPs, design reviews, as-is process documentation, operational readiness, and transition-to-support activities.
Manage application security responsibilities such as Active Directory groups, SailPoint entitlements, attestations, and related access control processes.
Provide backup support for additional HR applications and functional areas as assigned, including OHM, AbsenceSoft, and Fitness for Duty.
Maintain sufficient familiarity with the application, stakeholder contacts, support model, recurring meetings, and operational documentation to provide continuity when the primary support owner is unavailable.