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 current 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