- Job ID: 862855

- 4 - 6 Years

- 1 Opening
- Bengaluru

Role description

Key Responsibilities

Oracle HCM Helpdesk Capability Build Out

Serve in a functional support role in the design expansion and optimization of Oracle HCM Helpdesk and Case Management capabilities
Support the definition of future state Helpdesk operating models including intake design case categorization routing logic escalation paths and service standards
Partner with HRIS and HR stakeholders to identify opportunities to expand Oracle HCM Helpdesk functionality to support additional HR use cases and COEs
Contribute to the rollout of new Helpdesk features workflows and employee support capabilities

Advanced Functional Support and Enablement

Provide Tier 2 functional support for complex Oracle HCM Helpdesk cases while ensuring learnings are fed back into system and process improvements
Analyze recurring case themes to inform configuration changes guided help enhancements or upstream process redesign
Translate business needs into functional requirements use cases and user stories to support Helpdesk enhancements and roadmap initiatives
Act as a functional reviewer for Oracle HCM Helpdesk configurations to ensure scalability consistency and alignment to best practices

Oracle HCM Configuration Testing and Releases

Support functional validation and testing of Oracle HCM Helpdesk Journeys Digital Assistant and related employee support features
Participate in User Acceptance Testing and regression testing tied to Oracle quarterly releases and Helpdesk enhancements
Validate new capabilities post deployment and support stabilization activities to ensure successful adoption

Knowledge Management and Self Service Expansion

Participate in the development and evolution of Oracle HCM knowledge articles guided help FAQs and response templates




Identify opportunities to expand self service and inquiry deflection through improved content and system guidance
Ensure knowledge assets scale with new Helpdesk capabilities Oracle releases and policy changes

Stakeholder Partnership and Change Enablement

Partner with HR COEs People Operations Payroll Benefits and HR Business Partners to enable new Helpdesk use cases and support models
Serve as a functional point of contact for HR stakeholders on how Oracle HCM Helpdesk capabilities can support service delivery and employee experience goals
Support change management and adoption efforts for recent Helpdesk functionality including communications training and readiness activities Governance Metrics and Continuous Improvement Help establish and maintain governance standards for Oracle HCM Helpdesk configuration case data and reporting
Contribute to the development of Helpdesk metrics and insights to measure adoption resolution quality and experience outcomes
Participate in continuous improvement initiatives focused on scalability automation and long term capability maturity

Qualifications

Four to six years of hands on functional experience supporting HR Helpdesk functionality preferably including Case Management knowledge management and AI agents in Oracle HCM
Exposure to Oracle quarterly release cycles User Acceptance Testing and post release stabilization
Experience building or scaling HR Helpdesk or shared services capabilities
Prefer experience working in large complex or multi entity environments




Strong functional understanding of HR processes across the employee lifecycle
Experience translating business needs into functional system requirements
Demonstrated ability to think beyond immediate issues and contribute to capability design and improvement
Strong communication analytical and problem solving skills

About Grant Thornton INDUS

‘Grant Thornton INDUS’ comprises GT U.S. Shared Services Center India Pvt Ltd and Grant Thornton U.S. Knowledge and Capability Center India Pvt Ltd. Grant Thornton INDUS is the shared services center supporting the operations of Grant Thornton LLP, the U.S. member firm of Grant Thornton International Ltd. Established in 2012, Grant Thornton INDUS employs professionals across a wide range of disciplines including Tax, Audit, Advisory, and other operational functions. What sets us apart isn’t just what we do – it’s how we do it. We support and enable the firm’s purpose of making business more personal and building trust into every result. We’re collaborators – obsessed with quality and ready for anything – who understand the value of strong relationships. Our professionals are well integrated to seamlessly support the U.S. engagement teams, help increase Grant Thornton’s access to a wide talent pool, and improve operational efficiencies. Empowered people, bold leadership, and distinctive client service are imbibed in the culture at Grant Thornton INDUS. We are a transparent, competitive, and excellence-driven firm that offers an opportunity to be part of something significant. In addition, professionals at Grant Thornton INDUS serve communities in India through inspirational and generous services to give back to the communities they work in. Grant Thornton INDUS has its offices in two locations in India – Bengaluru and Kolkata

📌 Senior Associate- HRIS HR Helpdesk Functional (India)
🏢 Grant Thornton INDUS
📍 India