Support Analyst- Human Capital

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

Job summary

ERM Placement Services is seeking an experienced HR systems analyst in India to manage client expectations and deliver expert support for HR, ATS, LMS, payroll, and related systems.

You will develop management reports using Alteryx and Power BI, handle document management, and support SharePoint technologies while ensuring timely ITSM incident resolution with ITIL-aligned processes.

Qualifications

• Strong understanding of HR-related systems—recruitment, onboarding, learning, payroll.
• Experience with document management and reporting tools like Alteryx/Power BI.
• Proficient in MS Office and SharePoint Online; strong English communication.

Responsibilities

• Manage clients and stakeholder expectations across a broad range of groups.
• Provide expert support for HR systems, ATS, LMS, performance and payroll systems.
• Develop management reports and metrics using reporting tools and automation.
• Support SharePoint-based technologies and document management systems.
• Utilize Alteryx and Power BI for data analysis and reporting.
• Handle ITSM tickets via ServiceNow or related systems; adhere to SLAs.
• Apply ITIL processes for Incident, Change and Problem Management.
• Lead testing of enhancements, bug fixes, and new releases.
• Troubleshoot functional and technical issues; communicate clearly.

Skills

HR systems knowledge

Alteryx

Power BI

SharePoint Online

Microsoft Office

Documentation management

English communication

Team collaboration

Tools

ServiceNow

Alteryx

Power BI

SharePoint Online

MS 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.