Job DescriptionSummary: NThe HR Helpdesk Senior Associate (Functional) plays a critical role in building, expanding, and maturing the firm’s Oracle HCM Helpdesk and Case Management capabilities. This role will be responsible for both day-to-day support and on designing scalable service models, enhancing Oracle NHCM functionality, and enabling consistent, high-quality employee support experiences across the organization. NAs a functional contributor within the HRIS team, this role partners closely with People & Community (HR), HR COEs, and HRIS technical teams to define future-state Helpdesk capabilities, optimize Oracle HCM configurations, and support continuous improvement aligned with business needs and system roadmap priorities. NnResponsibilities: NThe Associate will be responsible for developing and maintaining operational processes and dashboards that support GTM initiatives. This includes working with cross-functional stakeholders to understand requirements, build solutions, and iterate based on feedback. NOracle HCM Helpdesk Capability Build-Out Nn Serve in a functional support role in the design, expansion, and optimization of Oracle HCM Helpdesk and Case Management capabilities N Support the definition of future-state Helpdesk operating models, including intake design, case categorization, routing logic, escalation paths, and service standards N Partner with HRIS and HR stakeholders to identify opportunities to expand Oracle HCM Helpdesk functionality to support additional HR use cases and COEs N Contribute to the rollout of new Helpdesk features, workflows,



and employee support capabilities NnAdvanced Functional Support & Enablement Nn Provide Tier 2 functional support for complex Oracle HCM Helpdesk cases while ensuring learnings are fed back into system and process improvements N Analyze recurring case themes to inform configuration changes, guided help enhancements, or upstream process redesign N Translate business needs into functional requirements, use cases, and user stories to support Helpdesk enhancements and roadmap initiatives N Act as a functional reviewer for Oracle HCM Helpdesk configurations to ensure scalability, consistency, and alignment to best practices NnOracle HCMConfiguration, Testing & Releases Nn Support functional validation and testing of Oracle HCM Helpdesk, Journeys, Digital Assistant, and related employee support features N Participate in User Acceptance Testing (UAT) and regression testing tied to Oracle quarterly releases and Helpdesk enhancements N Validate new capabilities post-deployment and support stabilization activities to ensure successful adoption NnKnowledge Management & Self-Service Expansion Nn Participate in the development and evolution of Oracle HCM knowledge articles, guided help, FAQs, and response templates N Identify opportunities to expand self-service and inquiry deflection through improved content and system guidance N Ensure knowledge assetsscale with new Helpdesk capabilities, Oracle releases, and policy changes N Stakeholder Partnership& Change Enablement N Partner with HR COEs,



People Operations, Payroll, Advantages, and HR Business Partners to enable new Helpdesk use cases and support models N Serve as a functional point of contact for HR stakeholders on how Oracle HCM Helpdesk capabilities can support service delivery and employee experience goals N Support change management and adoption efforts for new Helpdesk functionality, including communications, training, and readiness activities NnGovernance, Metrics & Continuous Improvement Nn Help establish and maintain governance standards for Oracle HCM Helpdesk configuration, case data, and reporting N Contribute to the development of Helpdesk metrics and insights to measure adoption, resolution quality, and experience outcomes N Participate in continuous improvement initiatives focused on scalability, automation, and long-term capability maturity NnnEducation / Professional Experience/ Qualifications: Nn 3–5+ years of hands-on functional experience supporting HR Helpdesk functionality, preferably including Case Management, knowledge management and AI agents in Oracle HCM. N Exposure to Oracle quarterly release cycles, UAT, and post-release stabilization N Experience building or scaling HR Helpdesk or shared services capabilities N Prefer experience working in large, complex, or multi-entity environments N Strong functional understanding of HR processes across the employee lifecycle N Experience translating business needs into functional system requirements N Demonstrated ability tothink beyond immediate issues and contribute to capability design and improvement N Strong communication, analytical, and problem-solving skills N

📌 Senior Associate - Hris Hr Helpdesk (Functional) (Vasanthanagar)
🏢 Grant Thornton INDUS
📍 Vasanthanagar