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About the role
- Advanced Case Ownership Independently manage and resolve complex Level 2 (L2) support cases. Take end-to-end ownership of issues from investigation through resolution. Communicate clearly, confidently, and professionally with customers via voice and written channels. 2. Structured Troubleshooting & Root Cause Analysis Apply systematic troubleshooting methodologies, including hypothesis testing and process of elimination. Perform root cause analysis to identify whether issues are data-related, configuration-related, integration-related, or user-driven. Minimize unnecessary escalations through thorough investigation and logical analysis. 3. HCM & Cross-System Analysis Analyze and validate issues related to Payroll, Time & Labor, HR data, and Benefits modules. Understand interdependencies between employee data, time calculations, payroll processing, and deductions. Provide clear explanations and guidance to customers based on findings. 4. Collaboration & Continuous Improvement Partner with cross-functional teams for resolution of complex or product-related concerns. Document troubleshooting steps, findings, and resolutions clearly and accurately. Contribute to knowledge sharing and process improvement initiatives within the team. 3+ years of hands-on experience in HCM application support (Payroll, Time & Labor, HR preferred), OR 4-5 years of experience in a tiered L2/L3 enterprise application support environment with demonstrated expertise in complex troubleshooting and root cause analysis. Strong analytical and problem-solving skills with the ability to independently investigate issues. Flexible to work in rotational evening shifts with start times of 6:30 PM and 8:30 PM, based on business requirements. During probation you are required to work from the office for all 5 days. Ability to work in a hybrid model (minimum 3 days in office), with flexibility to support 5 days in-office during peak operational cycles or as organizational needs evolve.
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