Support Analyst- Human Capital

ERM Placement Services; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

ERM Placement Services seeks a skilled HR systems analyst to manage HRIS, ATS, LMS, performance and payroll processes, delivering reliable reports and actionable insights for diverse stakeholders.

The role focuses on ITIL-based incident and change management, SharePoint, Alteryx and Power BI solutions, with strong emphasis on data analysis, triage, SLA adherence and clear written and spoken communication.

Qualifications

• Strong understanding of HR-related systems – recruitment, onboarding, learning and development, benefit management, and payroll.
• Proficient in Microsoft Office and SharePoint Online.
• Experience with document management systems.
• Excellent written and verbal English communication.
• Experience with data analysis and reporting.

Responsibilities

• Managing clients and business stakeholder expectations across a broad range of client groups.
• Provide expert support for HR management systems, applicant tracking systems, learning management systems, performance management systems, and payroll systems.
• Utilize report writing tools and automations to develop management reports and metrics.
• Manage document management systems and support SharePoint-based technologies.
• Utilize Alteryx and Power BI for data analysis and reporting.
• Handle technical support tickets using ServiceNow or related systems.
• Apply ITIL methodologies for Incident, Change, and Problem Management.
• Maintain SLA adherence with ticket queues (92-93%).
• Analyze data to develop and implement solutions and extract data for management reporting.
• Lead and participate in testing system enhancements, bug fixes, and new releases.
• Investigate and troubleshoot functional and technical issues effectively.
• Communicate complex issues clearly to staff at all levels.
• Collaborate with multidisciplinary teams and work under tight deadlines.
• Manage MIMs (P1 & P2) over triage calls until resolution.

Skills

HR systems knowledge

Alteryx

Power BI

SharePoint

ITIL

Excellent communication

Stakeholder management

Reporting & analytics

Tools

Alteryx

Power BI

SharePoint Online

ServiceNow

Microsoft Office

Job description

Key Responsibilities:

Managing clients and business stakeholder expectations as there will be broad range of client groups

Provide expert support for HR management systems, applicant tracking systems, learning management systems, performance management systems, and payroll systems.

Utilize a variety of report writing tools and automations to develop management reports and metrics.

Manage document management systems and support SharePoint-based technologies.

Utilize Alteryx and PowerBi for data analysis and reporting.

Handle technical support tickets using ServiceNow or other related systems.

Apply ITIL methodologies and processes for Incident, Change, and Problem Management.

Ticket queue management to work within defined SLAs with over 92-93% SLA adherence.

Analyze data to develop and implement solutions and extract data for management reporting.

Lead and participate in testing system enhancements, bug fixes, and new releases.

Investigate and troubleshoot functional and technical issues effectively.

Communicate complex issues clearly and concisely to staff at all levels.

Collaborate with multidisciplinary teams and work under tight deadlines.

Manage MIMs (P1& P2) over triage calls and engage till resolution.

Must Haves:

Strong understanding of HR-related systems - recruitment, onboarding, learning and development, benefit management, and payroll.

Good Knowledge of Alteryx and PowerBi tools.

Proficient in Microsoft Office products (excel, powerpoint, word) and knowledge in Sharepoint Online.

Experience with document management systems.

Excellent communication skills (verbal and written) in English.

Strong interpersonal skills and the ability to work effectively within teams.