Lead, HR Technology

Role: Lead, HR Technology

Description

Are you ready to make your mark in a fast-paced, high-energy environment? We're looking for top-tier talent to integrate into Royal Caribbean’s HR Transformation practice.

What You’ll Do

The HR Support Lead is a Lead in the HR Technology team and is responsible for leading and managing a team of Tier 1 Technical Support professionals who provide first-line support for HR systems. This role ensures that the team delivers prompt and efficient technical support, troubleshoots system issues, and maintains a high level of customer satisfaction. The HR Support Manager will oversee team performance, coordinate with HRIS and IT teams for issue resolution, and ensure that all support processes are optimized and effective.

Execute

• Lead, mentor, and manage a team of Tier 1 Technical Support professionals
• Set performance goals, monitor progress, and provide regular feedback to team members
• Develop and manage SLAs (Service Level Agreements) and lead the team to deliver outstanding service
• Maintain a high level of customer satisfaction by ensuring the team provides prompt, courteous, and effective support
• Monitor and manage the ticketing system to ensure all support requests are documented, tracked, and resolved efficiently
• Escalate unresolved issues to Tier 2 or Tier 3 support, providing detailed information and documentation
• Provide end user instruction and support for HR Technology tools
• Monitoring of HR systems for performance issues or outages
• Track support requests for trends that to identify product improvements and defects
• Assist with testing for product enhancements and issue resolution
• Get an in-depth understanding of problems to solve and issues that arise throughout the product development lifecycle, studying them from a variety of angles
  
  

Collaborate

• Demonstrate strong verbal and written communication skills, along with the ability to present to mid-level management and Steering Committee members
• Develop partnerships with our HRIT organization business stakeholders
  
  

Improve and Grow

• Continuously gather feedback on our solutions and refine our approach to deliver robust quality solutions and delight our customers
• Exhibit a growth mindset while learning innovative technologies and techniques
• Create efficiencies with assigned tasks to minimize delivery time and standardize delivery
• Stay current with industry trends and best practices in technical support and HR systems
  
  

Required

• Hands-on experience with HCM Applications
• Solid group facilitation and communication skills across different levels of leadership
• Strong organizational and analytical skills
• Understanding of both Software Development Life Cycle and DevOps best practices such as Agile methodologies and Continuous Integration/Delivery for distributed services
• Proven documentation and presentation skills
• Ability to quickly adapt to a changing environment
• Ability to comply with handling sensitive and confidential employee data.
• Quickly understand new information and how it connects to a larger picture
• Openness to receiving and applying feedback
• Possess a collaborative, get-it-done personality
• Works under general direction; must be able to work independently.
  
  

Preferred

• Preferably Bachelor’s Degree in IT, Business, or a related field
• Knowledge of HR objects and processes
• 3+ years of experience with HCM Applications
• Experience leading a team
• History of a focus on improving the employee experience