Customer Success Engagement Solutions Analyst

The Customer Success – Engagement Solutions Analyst I is a client facing role responsible for Tier 1 and Tier 2 support and intake of inquiries, issues, and requests related to multiple HRIS platforms and related technology. This role acts as the first line of support, offering solutions for basic to moderately complex system issues while ensuring a positive customer experience. The Engagement Solutions Analyst I bridges the gap between general business needs and technical capabilities by translating user feedback into actionable input for the technical team.

• Triage and route more complex or specialized issues to Tier 3 or technical teams as appropriate, providing context and impact assessment
• Provide timely and accurate solutions for general client inquiries by promptly troubleshooting and engaging with other team members, as needed, to ensure all client case tickets are resolved
• Ensure adherence to data governance standards and escalate data integrity concerns as needed
• Document user interactions, resolutions, and identified patterns to contribute to a general knowledge base
• Serve as the primary point of contact for Tier 1 and Tier 2 support for HRIS related issues, including user access, platform navigation, and transactional issues
• Provide system training or user guidance for employees, HR staff, and managers, simplifying technical processes into business terminology
• Maintain awareness of HR processes to effectively support users and guide them through available tools
• Assist in system testing, validation, and rollout of updates or enhancements, particularly for changes that affect system end users
• Collaborate with HR business partners and HRIS peers to support system-driven process improvements

The ideal candidate will be a proactive, client-focused problem solver with hands-on experience supporting HRIS platforms.

• Company-provided STD and LTD
• Travel %: 20%
• SuccessFactors experience preferred
• Experience: Minimum of two (2) years of experience in HRIS, HR operations, or similar technology end-user support role
• Basic understanding of HRIS platforms such as UKG, Workday, Oracle, SAP SuccessFactors, ADP, etc.
• Ability to translate business requests into technical requirements and vice versa
• Lifting/physical requirements: Regularly required to sit for long periods, stand, walk, talk, and/or hear. Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Experience supporting or training end users in a system or service environment
• Familiarity with Japanese business culture is a plus
• Experience working in a global, matrixed organization is preferred
• Education Requirement: Bachelor’s degree in human resources, Information Systems, Business Administration, or a related field or equivalent combination of education and experience
• UKG Pro WFM experience a plus

• Paid time off: vacation, sick leave (granted at the beginning of the year).
• Excellent Wellness Benefits (Medical, Dental, Vision & 401K Matching)
• Tuition Reimbursement Program
• Standard Monday through Friday work week. Weekend/late night work if applicable
• Behavioral health support
• 15 holidays
• Parental Leave
• Company-Provided Life Insurance and AD&D