HRIS Support Analyst

Prudential Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services company is seeking a dedicated support professional to provide tier-1 assistance for myHR-related inquiries. The role includes solving basic technical problems, collaborating with subject matter experts for complex issues, and managing user requests in Salesforce. The ideal candidate will have logical skills for developing custom reports and the ability to conduct training sessions. The position is based in Kuala Lumpur, Malaysia, and offers opportunities for growth and professional development.

Responsibilities

• Provide tier-1 support for myHR enquiries and issues.
• Solve basic technical problems and investigate elevated issues.
• Work closely with SME/HCM Leads to resolve complex issues.
• Escalate unresolved cases to higher levels of competence.
• Respond to and manage all LBU user requests in Service Desk.
• Generate detailed reports of issues experienced by HR users.
• Complete assignments on time to meet SLA requirements.
• Analyze myHR case logs to identify trends.
• Update self-help documents for user reference.
• Conduct myHR training sessions for LBU HR users.
• Perform data mass uploads into myHR as requested.
• Develop custom reports using Workday Report Writer.

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Responsibilities

• Tier-1 support of all enquiries or issues of myHR for all Local Business Unit (LBU)s.
• Solving basic technical problems and for investigating elevated issues by confirming the validity of the problem.
• Working closely with SME/HCM Leads or seeking for known solutions if complex issues.
• Escalate to higher level of competence if case/issue has not been resolved within a defined target time or SLA.
• Respond, track, manage, resolve and report on all LBUs’ users requests or enquiries in Salesforce/Service Desk Ticketing system.
• Provide details report of issues include the LBU HR user(s) experiencing the issue of myHR (Workday), date of submission, detailed descriptions of the problem being experienced, attempted solutions or work‑around, and other relevant information.
• Complete time critical assignments or service request by LBUs on time to meet the Service Level Agreement and project deadlines.
• Analysing myHR case/issue logs to spot common trends and underlying problems.
• Updating self‑help documents to enable users to fix problems/issues independently, by self service.
• Able to provide myHR training sessions for new or refresher training to LBU HR users as required.
• Data mass upload on approved request by LBU(s) into myHR and generate validation report for user confirmation before final load into production.
• Logical skill in developing the simple/advance custom report with good understanding of the concept of data sources using Workday Report Writer to meet the LBUs requirement and needs.
• Support project governance by preparing documentation related to sign off, templates for various stage of the project.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part‑time / fixed‑term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third‑party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.