Dexian DISYS
Overview
Remote with 15-20% travel. Talent Service Delivery Lead will drive the transformation of our Talent Operations model, lead the design, configuration, and deployment of Oracle HR Help Desk, and enhance associate experience by streamlining case management and integrating Talent support workflows across the organization. Responsibilities
Lead the implementation of Oracle HR Help Desk, including requirements gathering, system configuration, testing, deployment, and post go-live support. Lead the development of the talent operating model, identifying components such as processes, technology, organizational structure, and governance with input from stakeholders and subject matter experts. Collaborate with cross-functional teams and business stakeholders to understand support needs and translate them into scalable technical solutions with proper integration to other HCM modules (Core HR, Payroll, Benefits, Talent, etc.). Collaborate with stakeholders to gather input and secure buy-in for talent operating model changes. Design and optimize case management workflows, queues, categories, SLAs, and escalation paths to align with Talent service delivery needs. Analyze existing processes to identify opportunities for improvement and efficiency gains within the talent operating model. Configure knowledge base articles, categories, and user access to support self-service and agent-assisted support. Ensure data integrity and security in line with organizational policies and compliance standards. Develop training materials and conduct workshops for Talent teams and end-users. Create documentation for configurations, workflows, and end-user processes. Monitor system performance, troubleshoot issues, and implement post-launch enhancements. Generate reports and analytics on case volumes, resolution times, and associate experience metrics. Work with Change Management and Communications teams to ensure smooth adoption and rollout across the company. Stay current on Oracle Cloud updates and best practices to continuously improve the Help Desk experience. Ensure compliance with HIPAA regulations and requirements where applicable. Demonstrate Company core competencies and values. This role involves exposure to PHI and is considered a High Risk role. Other duties, responsibilities, and qualifications may be required as necessary. Job Scope
The Talent Service Delivery Lead will implement and optimize Oracle's HR Help Desk to improve associate support. Responsibilities include configuring case management workflows, building a scalable knowledge base, and collaborating with cross-functional teams to ensure seamless service delivery. The role ensures data privacy compliance, drives user adoption through training, and enhances system performance. As the company expands internationally, the role will support multi-country deployments and ensure a consistent, high-quality talent support experience worldwide. Additionally, the role will lead the development of a future-ready Talent Operations model by identifying and designing key components such as processes, technology, organizational structure, and governance. Collaboration with stakeholders across Talent, Technology, and business units is required to align and drive adoption of the new operating model. The role will analyze existing workflows to uncover opportunities for efficiency, scalability, and service excellence across the talent support ecosystem. Job Requirements (Education, Experience, and Training)
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
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Remote with 15-20% travel. Talent Service Delivery Lead will drive the transformation of our Talent Operations model, lead the design, configuration, and deployment of Oracle HR Help Desk, and enhance associate experience by streamlining case management and integrating Talent support workflows across the organization. Responsibilities
Lead the implementation of Oracle HR Help Desk, including requirements gathering, system configuration, testing, deployment, and post go-live support. Lead the development of the talent operating model, identifying components such as processes, technology, organizational structure, and governance with input from stakeholders and subject matter experts. Collaborate with cross-functional teams and business stakeholders to understand support needs and translate them into scalable technical solutions with proper integration to other HCM modules (Core HR, Payroll, Benefits, Talent, etc.). Collaborate with stakeholders to gather input and secure buy-in for talent operating model changes. Design and optimize case management workflows, queues, categories, SLAs, and escalation paths to align with Talent service delivery needs. Analyze existing processes to identify opportunities for improvement and efficiency gains within the talent operating model. Configure knowledge base articles, categories, and user access to support self-service and agent-assisted support. Ensure data integrity and security in line with organizational policies and compliance standards. Develop training materials and conduct workshops for Talent teams and end-users. Create documentation for configurations, workflows, and end-user processes. Monitor system performance, troubleshoot issues, and implement post-launch enhancements. Generate reports and analytics on case volumes, resolution times, and associate experience metrics. Work with Change Management and Communications teams to ensure smooth adoption and rollout across the company. Stay current on Oracle Cloud updates and best practices to continuously improve the Help Desk experience. Ensure compliance with HIPAA regulations and requirements where applicable. Demonstrate Company core competencies and values. This role involves exposure to PHI and is considered a High Risk role. Other duties, responsibilities, and qualifications may be required as necessary. Job Scope
The Talent Service Delivery Lead will implement and optimize Oracle's HR Help Desk to improve associate support. Responsibilities include configuring case management workflows, building a scalable knowledge base, and collaborating with cross-functional teams to ensure seamless service delivery. The role ensures data privacy compliance, drives user adoption through training, and enhances system performance. As the company expands internationally, the role will support multi-country deployments and ensure a consistent, high-quality talent support experience worldwide. Additionally, the role will lead the development of a future-ready Talent Operations model by identifying and designing key components such as processes, technology, organizational structure, and governance. Collaboration with stakeholders across Talent, Technology, and business units is required to align and drive adoption of the new operating model. The role will analyze existing workflows to uncover opportunities for efficiency, scalability, and service excellence across the talent support ecosystem. Job Requirements (Education, Experience, and Training)
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
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