Support Analyst- Human Capital

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

Job summary

ERM Placement Services is seeking a capable professional to manage client expectations and provide expert HRIS support across recruitment, onboarding, learning, payroll, and related systems. The role emphasizes data-driven reporting using Alteryx and Power BI, with strong communication and collaboration across teams.

You will handle document management, SharePoint technologies, and IT service support (ServiceNow), applying ITIL practices while ensuring high SLA performance.

Qualifications

• Strong understanding of HR-related systems incl. recruitment, onboarding, learning & development, benefits, and payroll.
• Proficient with Alteryx and Power BI.
• Proficient in MS Office; SharePoint Online.
• Excellent English communication.

Responsibilities

• Manage client and stakeholder expectations across broad client groups.
• Provide expert support for HR management systems, applicant tracking systems, learning management systems, performance management systems, and payroll systems.
• Develop management reports and metrics using report tools and automation.
• Manage document management systems and SharePoint-based technologies.
• Utilize Alteryx and Power BI for data analysis and reporting.
• Handle IT service tickets via ServiceNow or similar systems.
• Apply ITIL incident, change, and problem management processes.
• Achieve SLA adherence of 92-93% in ticket queues.
• Analyze data to develop and implement solutions and extract data for management reporting.
• Lead testing of system enhancements, bug fixes, and new releases.
• Investigate and troubleshoot issues; communicate clearly to staff.
• Collaborate with multidisciplinary teams under tight deadlines.
• Manage MIMs (P1/P2) in triage calls until resolution.

Skills

HR systems

Client management

Data analysis

Report writing

Communication

Tools

Alteryx

Power BI

SharePoint Online

ServiceNow

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.