Job Description

About the Opportunity Job Type: Permanent Application Deadline: 31 August 2023 Title: HRIS Service Delivery Sr Specialist Department: HR Information Systems (HRIS) Location: Gurgaon, India Reports To: Service Delivery Lead Level: 4 We\'re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this By working together - and supporting each other - all over the world. So, join our team and feel like you\'re part of something bigger. Department Description The Chief People Office (CPO) department at Fidelity International is responsible for all aspects of human capital management, including talent acquisition, talent management and development, reward and benefits, employee relations, and organization development. The CPO also oversees the Corporate and Employee Communications function as well as the HR systems management. The HRIS Team sits within the Global CPO Operations and Implementations function and works in partnership with key CP functions, Technology and Change teams to deliver on Product and Service agenda. This team is responsible to help drive key transformation projects, Service Delivery Roadmap and manage BAU system support aligned closely with CPO business teams spread over more than 15 HR Systems Globally. Purpose of the Role The Learning Support Analyst supports the smooth operation of the Learning systems, including Cornerstone, Linkedin Learning and PluralSight. They provide outstanding service, supporting employees access resources, solve problems, provide management information and trouble shoot issues with the vendor. As the front line of Learning Services, the Analyst will help management understand customer and HR needs and challenges, provide suggestions for improvement and automation as well as offer perspective on feature adoption. The role holder will predominantly support Learning systems including Cornerstone, Linkedin Learning and PluralSight. Scope will in time extend to review service across People Capability from a trends and improvement lens. Key Responsibilities Service operations Manage day to day service requests and incidents via ticketing tool Act as an SME to translate business problems to system solutions Work with Learning colleagues to support with global/ regional rollouts of courses Be knowledge of the end to end CS platform, helping senior stakeholders understand opportunities to leverage new functionality or automation solutions. Connect with stakeholders periodically to review efficiency of platform and end user feedback to understand problems and trouble shoot with right solutions Education Learning colleagues on using reporting features effectively Explore opportunities to identify under-utilized product features and share with business Participate in governance activities, help with annual audit and system clean-up activities Liaise with CSOD to fix day-to-day issues and work on requests Connect with service delivery team to discuss on-going issues and requests Maintain the SLA\'s by making sure timely action on the incidents and service requests Deliver on system enhancement using JIRA to track progress Change management & enhancements Release management Support with the quarterly release process Test all features and share results with the stakeholders Raise defects with the appropriate teams (Service delivery Manager/ Customer service/ business) Share benefits and implications with all the parties concerned Participate in communication activities Change and enhancements Look for the opportunities for changes and advise as applicable Draw down benefits and impact analysis and share with stakeholders Log changes in JIRA Run training and education session for Learning Admins and create communications Ensure document on CS for employees and HR on Tech Hub and HR Hub is up to date Analyse trends in service tickets to inform process, feature and documentation enhancement Manage cases through with CSOD CSOD (Core and Functional) - Reporting 2.0, Learning Assignment Tool, Email management, HTML (Desirable), Managing all preferences Jira and Service Now Stakeholder Management Problem solving and Incident Management Focused on continual improvement. Experience and Qualifications Required Band 4: Strong understanding of CSOD\'s products and services, with a minimum of 2 years experience of Cornerstone and Linkedin Learning Analysis of learning feedback, reporting and senior management recommendations Ability to identify and highlight risks Experience of managing issues with vendors and continuous improvement Excellent communication and interpersonal skills Ability to work independently and as part of a team Feel rewarded For starters, we\'ll offer you a comprehensive benefits package. We\'ll value your wellbeing and support your development. And we\'ll be as flexible as we can about where and when you work - finding a balance that works for all of us. It\'s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

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