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HR Applications Production Support Lead, EMEA

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Admin & Office

4 weeks ago

Job Summary

The Regional Production Support Lead EMEA works closely with the HR and Payroll to support the delivery of HR and payroll systems including process improvements and projects initiatives. This role reports directly to the Global Production Support Lead and works closely with Workday Functional Leads, HR and AMS resources. The global systems support includes Workday, ServiceNow, ADP and its integrations.

  • Minimum Qualification:Degree
  • Experience Level:Mid level
  • Experience Length:3 years

Job Description/Requirements

Key Accountabilities:


  • Support HR Operations, Payroll and HR COEs groups in EMEA with technical questions and system issues related to the operational use of HR Technologies within the HR Operations service scope
  • EMEA Lead for primary escalations for any HR Technologies topics
  • To put the employee experience as priority in delivery of HR services and technology implementation
  • Understand system configurations and support local change requests from an operational perspective at EMEA regional level in line with governance process
  • Identify and act upon opportunities to optimize HR process and services through automation/insourcing / outsourcing of activity
  • Work closely with the EMEA HR Leadership team
  • Act as liaison between the EMEA region HR teams and global HR Technologies leads
  • Work with the regional and global HR Operations teams to lead the delivery of projects in line with the Otis HR operating model and transformation plan including enhancements to HCM, Case Management and Telephony systems
  • Identify functional requirements, data, validation, testing needs of any change, personally supporting and owning tasks as required
  • Responsible for communication to HR and Payroll system stakeholders for system related issues such system outages, changes, new functionality, etc.
  • Identify opportunity for standardization and optimization of process and system use and how this can be operationalized into the HR Operations model to enhance employee experience
  • Ensure the system stakeholders have the proper training and documentation for data entry, reporting, data flow, end-to-end processes, role and responsibilities, contact information, escalation path, etc. and communicate changes as needed to the stakeholders
  • Partner with regional and functional teams to ensure the HR Technologies team communicate and collaborate successfully on all as aspects of system support
  • Act as a regional HR Technologies engagement lead to ensure the local HR and Payroll teams are aligned with the global HR roadmap, successfully communicate needs and collaborate on system changes, enhancements, updates, etc.
  • Project management experience and the ability to lead small to medium projects
  • Translate complex system and data topics into meaning for key stakeholders and business users and project team members to convey and effectively deliver the project requirements
  • Take an active role in the business engagement and training of new HR Operations processes and systems, working in partnership with HR and other project stakeholders
  • Contribute and support global HR transformation initiatives in EMEA, working with HR partner groups to ensure consistency of programs and experiences across Otis



The Person:

Qualifications/ Experience/ Knowledge:

  • BA/ BS Degree preference: Operations or HR related fields
  • Extensive broad technology experience working in enterprise architecture, systems requirements, project/program management, systems design/delivery, quality assurance and infrastructure
  • Thrive in a diverse, fast paced, global environment
  • A strong working knowledge of Workday in HCM and other core areas. Configuration certification preferred
  • Experience managing HR SaaS solutions
  • Familiarity managing operations using various Human Resources production support models including outsourcing
  • Hands-on experience in HR Operations enabling technology projects and optimization of processes through deployment of automation
  • Management and execution of systems strategy and roadmap
  • Deep knowledge of HR systems to deliver configuration and process optimization recommendations
  • Design and implementation of HR business processes
  • Knowledge of global data privacy laws, regulations and standard policies
  • Demonstrated ability in decision making, business judgment and delivering results
  • Strong organizational, analytical, and communication skills
  • Ability to use quality tools and metrics to solve issues and drive business results
  • In-depth knowledge of best practices, latest trends and benchmark data in HR Operations technology space
  • Proven ability to use analytical data and insights to measure system and process performance, support decision making, develop action plans, and execute for performance improvement
  • Confident communicator and engages with stakeholders using a variety of approaches including written, verbal, e-mail and presentation
  • Process design and reengineering experience
  • Experience with ServiceNow HRSD and Telephony systems desired

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