Delivery Analyst – Compensation/Performance Management 020837 Full-time
With more than 65 years of experience, Hewitt Associates (NYSE: HEW) is the world’s foremost provider of human resources outsourcing and consulting services. The company consults with more than 2,300 organizations and administers human resources, health care, payroll and retirement programs on behalf of more than 340 companies to millions of employees and retirees worldwide. Located in 33 countries, Hewitt employs approximately 24,000 associates.
The Delivery Analyst (DA)is responsible for Talent Domain specific knowledge and ongoing operations support of Compensation, Performance Management, and Learning Administration systems and processes. The DA supports ongoing delivery through issue resolution, change requests (CRs), and standardized processes that contribute to achievement of Service Levels and Key Performance Indicators. This position involves heavy client interaction. The DA could lead projects and CRs. The DA will identify and resolve issues through root cause analysis and then implement solutions. This role will lead and sponsor process creation, improvement initiatives, and changes within the domain. Higher level positions may work across multiple areas of the domain.
Educate others and serve as a subject matter expert.
Provide input and support on best practices.
Support, lead, or ensure the standardization of processes.
Identify and implement improvement ideas.
Client Relationship Management
Support client transitions, gaining an understanding of processes and documentation.
Communicate effectively internally and externally for analysis/resolution.
Participate in meetings to discuss issues identified and impact on service delivery.
Lead client interaction and facilitation on client touch-points.
Create detailed functional business requirement specifications and ensure proper testing hand-offs and integration.
Conduct stakeholder interviews and workshops.
Monitor scope and ensure that changes requested are evaluated for impact.
Identify downstream processes and impacts.
Provide status reports and communicate changes for assignments.
Assist in post-project Quality Assurance and knowledge management.
Manage workload including ad-hoc project deliverables.
Responsible for estimating, scheduling and directing project work.
Lead complex inter-domain projects.
Work with Heweitt and client third-party providers to ensure seamless process delivery.
Lead process improvements for existing processes and support creation of new processes with emphasis on up/down stream impacts.
Identify issues; drive change for related improvements.
Identify and resolve escalations or complex issues with strong emphasis to associated patterns, trends, and root cause analysis.
Responsible for meeting aligned SLAs.
Guide and support client delivery for new and existing associates.
Determine when inquiries are beyond the scope of team responsibilities and escalate as appropriate.
Support the CR process, including scoping and costing.
Responsible for team audits and training.
Assist with documentation and lead or support maintenance of release notes/training.
Support offshoring initiatives.
Support formal internal and external audits.
Encourage application service delivery model by challenging requested custom functionality and offering alternative solutions.
Formal Education & Certification
BA, BS in Business, or equivalent degree or work experience required.
Knowledge & Experience
4 plus of work experience in Compensation, Performance Management and/or Learning Administration
Experience in project/implementation work preferred.
Ability to work under tight deadlines managing multiple tasks.
Demonstrated analytical skills, works independently with direction from senior team members.
Familiarity with Six Sigma or quality improvement methodology.
Basic understanding of client requirements.
Ability to write client business requirement and Standard Operating Procedure (SOP) documents.
Ability to properly research and problem solve with various stakeholders changes to system or process.
Demonstrated proficient communication skills.
Understanding of project methodology.
Knowledge and/or experience with a case management system.
Basic domain-specific knowledge including best practices and delivery model desired.
Ability to support cross-domain processes.
Understanding of internal and external controls.
4 plus years experience with various Talent Domain Management Systems (SuccessFactors, SumTotal, Saba, Taleo, Plateau, CompLink, etc.)
Proficiency in Microsoft Office (Word, Excel, and PowerPoint)
Knowledge and experience with tools such as; Advanced Query Tool (AQT) or Microsoft Access a plus
Hewitt Technology Process (HTP) methodology/tools.
Advanced knowledge and ability to use requirements gathering tools.
In addition to position qualifications, all employees of Hewitt Associates are expected to demonstrate the following competencies:
Office work environment – Location: The Woodlands, TX
Requires the ability to interact with others in multiple locations globally. This may require flexible hours.
Occasional evening and weekend work to meet business needs.
Frequent computer use at a workstation for extended periods of time.
Participation in training sessions, presentations, and meetings.
Some travel may be required (up to 10%).
All positions require an applicant who has accepted an offer to undergo a background check. The checks run are based on the nature of the position. Background checks may include some or all of the following: education verification, employment verification, criminal check, Denied Restricted Parties Lists or OFAC lists check, fingerprint verification, credit check, and/or drug test. By applying for a position with Hewitt Associates, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Hewitt’s employment policies. You will be notified during the hiring process which checks are required by the position.
Hewitt is an Equal Opportunity Employer Committed to Diversity, M/F/D/V