Description:
Application Support Analyst – HCM
Location: Mississauga, On and Vancouver, BC, we will consider remote but first reference Hybrid.
Role Summary – The Moveworks Application Support Analyst (HCM) is responsible for supporting, configuring, and optimizing the Moveworks AI platform for HR and HCM use cases. The role ensures stable operations, accurate automation, and high‑quality employee experience across HR processes such as PTO, payroll queries, benefits, onboarding, life‑event changes, and employee documentation, delivered through conversational AI channels.
This role operates within a Service Factory / SLA‑based delivery model and partners closely with HR, HRIT, ITSM, and vendor teams.
Key Responsibilities
HCM Application Support (L2 / L3)
- Provide application support for Moveworks HR use cases, including incident, service request, and problem management.
- Support HR‑related employee queries such as PTO balances, payroll inquiries, benefits information, HR policies, and verification letters.
- Analyze failed intents, incorrect responses, and escalations; identify root causes and implement fixes.
- Coordinate with Moveworks vendor support for complex platform or AI‑related issues.
Platform Configuration & Administration
- Configure and maintain Moveworks HR integrations with HRIS / HCM systems (e.g., Workday, ServiceNow HRSD, knowledge bases).
- Manage chatbot skills, intents, workflows, approvals, and smart handoff to HR case management systems.
- Maintain user identity, access controls, role‑based responses, and localization/multilingual settings.
HR Service Delivery Enablement
- Enable end‑to‑end HR self‑service automation, reducing manual HR tickets and turnaround time.
- Support workflows for onboarding, life events, approvals, employee data changes, and HR case routing.
- Ensure compliance with data privacy, role sensitivity, and HR information security.
Monitoring, Reporting & Continuous Improvement
- Track KPIs such as automation rate, HR case deflection, MTTR, and user satisfaction.
- Perform periodic bot performance reviews and recommend improvements to HR content and workflows.
- Maintain runbooks, SOPs, and HR automation documentation.
Stakeholder & Governance Support
- Partner with HR, HRIT, and Service Delivery leaders to onboard new HR use cases.
- Support change releases, enhancements, and HR process updates.
- Participate in SLA, governance, and service review forums.
Required Skills & Experience
- 4–8+ years of experience in application support, HRIT, or enterprise SaaS platforms.
- Hands‑on experience supporting Moveworks for HR or similar HR virtual assistant / chatbot platforms.
- Strong knowledge of HCM / HR processes (PTO, payroll, benefits, onboarding, employee lifecycle).
- Experience with ServiceNow HR Service Delivery (HRSD) or equivalent HR case management tools.
- Understanding of SSO, identity management, APIs, and SaaS integrations.
- Strong communication skills for working with HR and business stakeholders.
Preferred Qualifications
- Experience supporting Workday, SAP SuccessFactors, or Oracle HCM integrations.
- Familiarity with Moveworks HR skills, workflows, and AI intent tuning.
- ITIL Foundation or HRIT certification.
- Experience working in global, multi‑geo HR service delivery models.