Grant Thornton INDUS
Website:
gtindus.com
Job details:
About This Job
Grant Thornton INDUS
Location: Bengaluru, Karnataka, India
Work Mode: On-site
Industry: IT Services and IT Consulting,Business Consulting and Services
Summary
Job Description
The HR Helpdesk Senior Associate (Functional) plays a critical role in building, expanding, and maturing the firm’s Oracle HCM Helpdesk and Case Management capabilities. This role will be responsible for both day-to-day support and on designing scalable service models, enhancing Oracle
HCM functionality, and enabling consistent, high-quality employee support experiences across the organization.
As a functional contributor within the HRIS team, this role partners closely with People & Community (HR), HR COEs, and HRIS technical teams to define future-state Helpdesk capabilities, optimize Oracle HCM configurations, and support continuous improvement aligned with business needs and system roadmap priorities.
Responsibilities
The Associate will be responsible for developing and maintaining operational processes and dashboards that support GTM initiatives. This includes working with cross-functional stakeholders to understand requirements, build solutions, and iterate based on feedback.
Oracle HCM Helpdesk Capability Build-Out
Serve in a functional support role in the design, expansion, and optimization of Oracle HCM Helpdesk and Case Management capabilitiesSupport the definition of future-state Helpdesk operating models, including intake design, case categorization, routing logic, escalation paths, and service standardsPartner with HRIS and HR stakeholders to identify opportunities to expand Oracle HCM Helpdesk functionality to support additional HR use cases and COEsContribute to the rollout of new Helpdesk features, workflows, and employee support capabilities
Advanced Functional Support & Enablement
Provide Tier 2 functional support for complex Oracle HCM Helpdesk cases while ensuring learnings are fed back into system and process improvementsAnalyze recurring case themes to inform configuration changes, guided help enhancements, or upstream process redesignTranslate business needs into functional requirements, use cases, and user stories to support Helpdesk enhancements and roadmap initiativesAct as a functional reviewer for Oracle HCM Helpdesk configurations to ensure scalability, consistency, and alignment to best practices
Oracle HCM Configuration, Testing & Releases
Support functional validation and testing of Oracle HCM Helpdesk, Journeys, Digital Assistant, and related employee support featuresParticipate in User Acceptance Testing (UAT) and regression testing tied to Oracle quarterly releases and Helpdesk enhancementsValidate new capabilities post-deployment and support stabilization activities to ensure successful adoption
Knowledge Management & Self-Service Expansion
Participate in the development and evolution of Oracle HCM knowledge articles, guided help, FAQs, and response templatesIdentify opportunities to expand self-service and inquiry deflection through improved content and system guidanceEnsure knowledge assets scale with new Helpdesk capabilities, Oracle releases, and policy changesStakeholder Partnership & Change EnablementPartner with HR COEs, People Operations, Payroll, Benefits, and HR Business Partners to enable new Helpdesk use cases and support modelsServe as a functional point of contact for HR stakeholders on how Oracle HCM Helpdesk capabilities can support service delivery and employee experience goalsSupport change management and adoption efforts for new Helpdesk functionality, including communications, training, and readiness activities
Governance, Metrics & Continuous Improvement
Help establish and maintain governance standards for Oracle HCM Helpdesk configuration, case data, and reportingContribute to the development of Helpdesk metrics and insights to measure adoption, resolution quality, and experience outcomesParticipate in continuous improvement initiatives focused on scalability, automation, and long-term capability maturity
Education / Professional Experience/ Qualifications
3–5+ years of hands-on functional experience supporting HR Helpdesk functionality, preferably including Case Management, knowledge management and AI agents in Oracle HCM.Exposure to Oracle quarterly release cycles, UAT, and post-release stabilizationExperience building or scaling HR Helpdesk or shared services capabilitiesPrefer experience working in large, complex, or multi-entity environmentsStrong functional understanding of HR processes across the employee lifecycleExperience translating business needs into functional system requirementsDemonstrated ability to think beyond immediate issues and contribute to capability design and improvementStrong communication, analytical, and problem-solving skills
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