The Position will provide global technical and functional support for HR systems used by internal employees and external candidates. The role is responsible for managing support tickets, system access requests, reporting, and operational support across multiple HR platforms.
This position ensures timely resolution of cases within defined SLAs while maintaining high service quality and supporting continuous improvement of HR system processes.
Key Responsibilities:
1. End User Support & Case Management
- Provide Level 1 support for HR systems and recruiting platforms.
- Manage and resolve support tickets via case management tools such as Salesforce, Zendesk, or
Ivanti.
- Ensure cases are resolved within SLA (2 business days).
- Deliver accurate, meaningful, and actionable responses to end users.
- Escalate complex issues to Level 2 or Level 3 teams when required.
2. HR System Administration
Provide operational support across HR platforms including:
- Paradox / Dexi Recruiting
- Learning Management Systems (LMS)
Responsibilities include
- System configuration and basic administration tasks
- Managing system access and permissions
- Supporting recruiting workflows and candidate experience issues
- Monitoring system usage and resolving functional queries
3. Access Management
- Process user access requests for HR applications such as ADP, Dexi, and HR Service Console.
- Support security approvals and access provisioning.
- Maintain access tracking logs and ensure compliance with security policies.
4. Reporting & Metrics
Prepare and deliver reports with Daily, Weekly or monthly frequency
5. Service Quality & Compliance
Maintain operational standards aligned with defined KPIs:
- SLA Compliance: 100% cases delivered within SLA
- Accuracy Target: Minimum 95% case accuracy
- Volume Management: Handle approx. 2000 cases per month
Participate in
- Quality reviews
- Case audits
- Continuous improvement initiatives
Knowledge & Skills:
- Graduates or equivalent
- Robust computer knowledge and navigation with solid data entry skills
- Ability to handle high volume customer inquiries; case management experience preferred in any ticketing tool
- Excellent customer service
- Solid communication skills
- Strong organization skills
- Proficiency in Excel (knowledge of VLOOKUP/HLOOKUP required)
- Ability to download reports
Qualifications and Experience:
Education
- Graduate
- Business Administration (desirable)
- HR Certification (desirable)
Experience
- Demonstrated experience to lead a team of people and develop high performing teams.
- 4 to 6 years of experience in managing Ticketing tools and query management
- Experience working in a changing/ evolving environment which requires flexibility to adapt.
- Ability to review analytical data to inform progress, next steps.
- Working within KPI/ SLA framework.
Role: Customer Success, Service & Operations - Other, Industry Type: Facility Management Services, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Customer Success, Service & Operations - Other Education UG: Any Graduate read more
Key Skills Skills highlighted with ‘‘ are preferred keyskills Case Management Customer ExperienceCustomer SupportCustomer ServiceSupport ServicesTicketing ToolsCase HandlingOperational SupportL1 SupportUser SupportHR SoftwareHR Information SystemHR AdministrationService QualityQuery Management
📌 Team Lead - HRIS - ATS and Case Management - Night Shift (Mumbai Suburban)
🏢 Sodexo
📍 Mumbai Suburban
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