Support Analyst- Human Capital

ERM Placement Services; Lucknow; On-site; INR 800,000 - 1,200,000; Full time

Job summary

ERM Placement Services is seeking an HR Systems Analyst in Lucknow to manage HRIS, ATS, LMS, and payroll systems. You will develop management reports using Alteryx and Power BI and support document management via SharePoint Online.

You will handle ITIL-based incident/change management, ensure SLA targets, and collaborate with cross-functional teams to deliver timely solutions.

Qualifications

• Experience handling HR management systems
• Strong communication and stakeholder management
• Familiarity with data analysis and reporting tools

Responsibilities

• Manage clients and stakeholder expectations across a broad range of groups
• Provide expert support for HRIS, ATS, LMS, performance management, and payroll systems
• Develop management reports and metrics using report tools and automation
• Manage document management systems and support SharePoint-based technologies
• Use Alteryx and Power BI for data analysis and reporting
• Handle IT service tickets via ServiceNow or related systems
• Apply ITIL practices for Incident, Change, and Problem Management
• Ensure SLA adherence (92-93%) in ticket queue management
• Analyze data to develop solutions and support management reporting
• Lead/testing for system enhancements, bug fixes, and new releases
• Troubleshoot functional and technical issues and communicate clearly
• Collaborate with cross-functional teams under tight deadlines
• Manage MIMs (P1 & P2) through triage calls until resolution

Skills

Stakeholder management

Communication

Data analysis

Team collaboration

Tools

Alteryx

Power BI

SharePoint Online

ServiceNow

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.