Human Capital Systems Support Analyst

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The MENTOR Network is now Sevita. We have a different name, but the same mission, and a renewed sense of purpose. At Sevita we provide home and community-based health care services and support for adults, children, and their families across the United States. Join us in work that matters.

Human Capital Systems Support Analyst Are you looking for a place to use your User Support and technical skills to improve people's lives? As the Support Analyst, you will play an important part in our commitment to serve others by acting as the liaison between the IT HR Applications team and HR applications business owners and users in designing, developing, and improving applications.

This position is 100% remote and can be performed from anywhere in the U.S.

• Work closely with HR applications business owners in understanding how best to use applications to maximize business objectives
• Facilitate the identification of improvements and requirements between multiple stakeholders
• Provides Tier 2 support to end-users on complex issues, including end-user training on application functionality
• Provides guidance and training to HR Service Representatives responding to Tier 1 user issues In collaboration with the Human Capital Systems group and HR applications business owners, test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
• Provide support for testing of new and existing software applications under development
• Create and deploy feedback mechanisms for end-users
• Utilize case management system to document issue details and resolution for future analysis
• Analyze case management and feedback data to build a knowledge base and improve training tools for users, track trends, develop metrics for measuring support services, make recommendations for support process improvement, and implement changes
• Develop and update FAQs and other materials that support end-users
• Communicate application problems and issues to key stakeholders, including management, development teams, end-users, and HR applications business owners
• Participate in projects involving the design, development, and delivery of software applications training programs and classes; facilitate training as appropriate

Qualifications:

• Bachelor's degree required
• Three years of related experience in providing user support, including at least one year of direct user support
• An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements
• Strong customer service orientation
• Proven experience with troubleshooting process; ability to develop and interpret technical documentation for training and end-user procedures
• Fast learner, good analytical and problem-solving abilities; excellent written, oral, interpersonal, collaboration, and presentational skills
• Experience in recruitment and learning management systems a plus; understanding of HR functions and software applications a plus

Why Join Us?

• Full compensation/benefits package for employees working over 30 hours/week
• 401(k) with company match
• Paid time off and holiday pay
• Enjoy complex work that makes a difference in the lives of those we serve
• Career development and advancement opportunities across a nationwide network

EOE/AAE/ADA Come join our amazing team of committed, caring professionals. Apply Today!

Sevita is a leading provider of home and community-based specialized health care. We believe that everyone deserves to live a full, more independent life. We provide people with quality services and individualized supports that lead to growth and independence, regardless of the physical, intellectual, or behavioral challenges they face. We've made this our mission for more than 50 years. With Corporate operations located in the Boston Seaport, Lawrence, Massachusetts and Edina, Minnesota, today, our 40,000 team members continue to innovate and enhance care for the 50,000 individuals we serve. Equal Opportunity Employer, including disability/vets