Position Summary:
The Hypercare Analyst is responsible for supporting the successful stabilization, adoption, and continuous improvement of HR systems, processes, and service delivery following the implementation of Aspire Phase 2. This role serves as a bridge between HR Operations, the Employee Service Center (ESC), Information Technology, vendors, and business stakeholders to ensure a seamless employee experience during the hypercare period. The ideal candidate brings experience in HR operations and systems, strong project coordination skills, excellent organizational and communication abilities, systems thinking, proficiency with HR technology platforms, and a passion for delivering exceptional customer service and operational excellence.
Key Responsibilities:
Serve as a primary resource supporting hypercare activities, coordinating issue identification, triage, tracking, escalation, and resolution across HR, IT, vendors, and business stakeholders.
Monitor employee and manager support requests in UKG HR HELP, identify recurring issues, and drive timely resolution while ensuring a positive customer experience.
Support the maintenance of knowledge base content, job aids, FAQs, and support documentation; ensure alignment between documented processes and operational practices.
Apply advanced knowledge of HR practices, policies, and compliance requirements to support effective service delivery and process execution.
Support quality assurance reviews and identify training opportunities in partnership with HR Service Delivery leadership.
HR Systems & Process Management:
Analyze, troubleshoot, and coordinate system, workflow, and process issues in collaboration with HRIS, IT, vendors, and business process owners.
Support system enhancement deployments and user adoption efforts.
Participate in user acceptance testing (UAT), regression testing, and validation of enhancements, fixes, and releases.
Project Coordination & Execution:
Coordinate and manage hypercare project activities, ensuring alignment across stakeholders, resources, timelines, and dependencies.
Develop and maintain project documentation, project plans, action logs, risk registers, issue logs, and status reports.
Track milestones, deliverables, decisions, risks, and dependencies to ensure successful execution of hypercare objectives.
Reporting, Analytics & Continuous Improvement:
Develop, maintain, and distribute dashboards and reports related to hypercare performance, issue trends, service center operations, KPIs, and SLAs.
Analyze customer feedback, operational data, ticket volumes, system performance metrics, and service trends to identify opportunities for improvement.
Provide actionable insights and recommendations to improve service delivery, process efficiency, and employee experience.
Implement and support data quality controls, audit mechanisms, and process monitoring activities.
Stakeholder Engagement & Communications:
Act as a central point of contact for hypercare-related communications and coordination activities. Build and maintain effective relationships with HR leaders, IT teams, project stakeholders, vendors, and business partners.
Qualifications:
2-4 years of progressive experience in HR operations, HR systems, shared services, project coordination, business operations, process improvement, or related disciplines.
Experience supporting HR technology implementations, post-go-live stabilization efforts, hypercare activities, or large-scale business transformation initiatives.
Strong proficiency with HR systems and platforms, including Core HCM, Workforce Management, Talent Management, Benefits Administration, Applicant Tracking Systems, and case/knowledge management solutions. UKG experience strongly preferred.
Demonstrated experience troubleshooting system and process issues, managing workflows, and supporting cross-functional operational initiatives.
Experience coordinating project plans, schedules, risks, issues, action items, and stakeholder communications.
Strong proficiency with project management tools such as Smartsheet, Microsoft Project, Jira, Azure DevOps, or similar solutions.
Experience creating dashboards, analyzing operational data, monitoring KPIs and SLAs, and communicating actionable insights.
Strong organizational skills with the ability to manage multiple competing priorities in a fast-paced environment.
Excellent written, verbal, facilitation, and presentation skills with the ability to communicate effectively with both technical and non-technical audiences.
Experience maintaining highly confidential employee and organizational information with the highest degree of integrity.
Demonstrated ability to create and maintain standard operating procedures, process documentation, training materials, and knowledge articles.
Quality assurance, testing, training, and change management experience preferred.
Experience supporting enterprise software implementations, HR transformations, or shared services environments preferred.
Familiarity with process mapping tools such as Visio, Lucidchart, or similar platforms preferred.
CAPM, SAFe, PMP, Lean, Six Sigma, or related certifications preferred.
Associate's or Bachelor's degree in Human Resources, Business Administration, Information Technology, Project Management, or a related field; or equivalent combination of education and experience.
