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Success Factors Analyst

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Job Title: Success Factors Analyst

Location: Syracuse, NY

Duration: 7-9 months (W2 contract)

Job Purpose: 
Provide high quality of customer service to client's employees, retirees, and beneficiaries through effective customer management, development of efficient end-to-end processes, and in-depth expertise in master data, plans, programs, and vendors. Ensures the Master Data team performs effectively against Service Level Agreements. Improve the delivery of Master Data services by implementing process improvements, encouraging vendors to improve/enhance their service delivery, and development of Master Data plans and programs that are beneficial to client and their employees, retirees, and beneficiaries. 

Key Accountabilities: 
• Serve as an escalation point for complex Master Data issues; respond to customer issues in a manner that meets or exceeds the timeline designated in the Employee Services’ escalation procedures 
• Analyze trends in escalated issues to identify on-the-job training opportunities and deliver the training 
• Maintain the knowledge management up-to-date for Tier 1, including issue trends and seasonal preparation (i.e., open enrollment) 
• Participate in continuous improvement workshops and projects as directed 
• Recognized as the Employee Services’ Subject Matter Expert on Master Data plan, policies, procedures, and providers 
• Analyze the progress of the Master Data team against the metrics as defined in the Service Level Agreements 
• Suggest methods to update, simplify, improve, and enhance processes, procedures and technologies 
• Identify, classify, maintain, and protect files, documentation and sensitive information consistent with record handling and retention requirements 
• Monitor vendor performance to ensure services delivered exceeds vendor Service Level Agreements and the customer service standards established by Employee Services 
• Ensure that data quality is high by carrying out regular quality checks (e.g. checking completeness of data, plausibility, etc.) 
• Ensure quality of Tier 1 data entry by implementing the Employee Services’ quality assurance process 
• Monitor Tier 1 case management entries and the closure of issues according to the designated Employee Services’ escalation procedures 
• Identify the technical and reporting requirements needed to deliver operational and processing requirements 
• Create functional specifications, review, and recommend modifications to Master Data reports 
• Participate in user acceptance testing for system upgrades and new functionality 
• Build upon professional skills and knowledge of Master Data rules in order to continually grow your personal contribution to the business 
• Keep up to date with market/regulatory developments within own profession/discipline in order to ensure the optimization of best practices for client
• Develop relationships with internal and external stakeholders in order to obtain and share information that will benefit client
• Challenge existing ways of working and continuously seek ways to do things better in order to drive greater efficiency within assigned area 
• Manage the day to day relationship with relevant internal parties or employees in order to understand their requirements, deliver appropriate, customized solutions and advice, and build cross-functional partnerships in line with client policies and processes 
• Improve service delivery efficiency and effectiveness by continually standardizing and developing processes, formats, methods, and instruments of delivery 
• Design and implement processes to support new Master Data plan, policies, or legislative changes. 
• Accountable for setting up and managing the delivery of Master Data services through regular review meetings, monitoring of services against Service Level Agreements, and gauging customer feedback 
• Keep up to date with market/regulatory developments within own profession/discipline in order to ensure the optimization of best practices for client
• Understand and investigate complex issues and exceptions, and communicate to escalate issues for governance/decisions 
• Conduct root cause of systemic issues with the Master Data Team and implement successful solutions 
• Assist and coordinate work on projects by contributing to developing project standards and processes to improve project delivery within the relevant function 
• Develop and maintain analytical systems, models and procedures in order to support design solutions and enhance time/consistency/safety/efficiency and operation 

Knowledge & Experience Requirements: 
• Preferred four-year professional degree in Business or Human Resources 
• Demonstrated proficiency with SAP and/or SuccessFactors. 
• Technical, functional, and in-depth expertise in HR or Master Data plans, programs, and providers with at least 5-7 years’ experience. Experience in an HR Contact Center or HR Shared services is preferred 
• Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment 
• Ability to see multiple relationships between data, identifying causes of a situation 
• Drives innovative solutions that improve the delivery of services to Employee Services’ customers 
• Ability to solve problems independently 
• Knowledge of relevant industry practice and legislation and current trends within the industry and developments in legislation or regulation 
• Understanding and application of regulations and laws to protect the interest of client as well as the customers 
• Able to deliver high quality of customer service in a professional manner, especially when dealing with dissatisfied customers 
• Good understanding of key business drivers and external commercial environment 
• Proven ability to understand efficient and effective methods to delivering Master Data services and able to drive appropriate process improvements 
• Ability to coach, provide feedback, motivate, and develop others in a direct manner that produces the necessary results 
• Excellent verbal, written and listening skills 
• Ability to maintain effectiveness and commitment when challenged by difficult situations 
• Exceptional ability to partner with key stakeholders within a call center and outside of a call center to resolve issues and implement process improvements

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