Oracle HCM HR Helpdesk Lead

Shift - 9:00 AM-5:00 PM
Pay - $60/hr - $65/hr

ROLE OVERVIEW

Client is seeking an experienced Oracle HCM HR Helpdesk specialist to support the design and configuration of Oracle HR Helpdesk in alignment with industry best practices as part of its Oracle Cloud HCM implementation. This role will assist in shaping the end-to-end HR service delivery model, including case management workflows, routing and escalation logic, self-service knowledge content, and service-level agreement configuration.
The consultant will work closely with stakeholders to translate business requirements into effective system configurations, ensuring that multi-union, multi-facility workforce receives accurate and timely HR support throughout and beyond the Oracle Cloud transition. Responsibilities include supporting design workshops, advising on configuration decisions, and assisting with testing and go-live readiness for the HR Helpdesk workstream.

KEY RESPONSIBILITIES

• Lead design workshops with HR operations and HR leadership to define HR service delivery model, case management, routing logic, and SLA framework within Oracle HR Helpdesk.
• Architect and configure Oracle HR Helpdesk including service request categories, case routing rules, escalation workflows, SLA configuration, and agent workspace design reflecting the full complexity of multi-union, multi-facility HR inquiry landscape.
• Design routing and escalation logic, including facility-based routing, specific inquiry handling.
• Govern the knowledge base content strategy including employee-facing knowledge articles, FAQ design, and self-service content for Oracle Cloud navigation, scheduling profile inquiries, payroll questions, and PeopleSoft-to-Oracle transition guidance.
• Ensure Helpdesk case categories and routing logic reflect the Oracle HCM data model, including how Position, Assignment, Location, Department, Benefits, Comp and Payroll record changes drive HR case context and classification.
• Lead test phases for Oracle HR Helpdesk functionality, coordinating test scenario design with HR operations, OCS, and facility-level HR teams.
• Develop Helpdesk performance dashboards and reporting using OTBI covering case volume, resolution time, SLA compliance, escalation rates, and inquiry trend analysis by facility, department, and category.
• Govern functional and technical design documentation for Oracle HR Helpdesk, maintaining traceability to HR service delivery requirements and escalation obligations.
• Partner with Oracle Cloud workstream leads (Scheduling, Payroll, Time & Labor, Comp and Core HCM) to ensure Helpdesk case categories and knowledge content accurately reflect known system complexity including scheduling eligibility, and payroll cutoff-sensitive inquiries.
• Mentor helpdesk analysts and serve as the functional escalation point for HR Helpdesk design and configuration questions.

REQUIRED QUALIFICATIONS

• Minimum 2+ years implementing Oracle HR Helpdesk or equivalent enterprise HR service delivery platforms (ServiceNow HR, Salesforce Service Cloud) in large, complex organizations.
• Minimum 2 full life-cycle Oracle Cloud HCM or HR service delivery implementations, preferably in healthcare or public sector environments.
• Deep expertise configuring case routing rules, SLA frameworks, and escalation workflows including routing logic and escalation pathways.
• Strong understanding of the Oracle HCM data model including Position, Assignment, Location, Department, and Payroll records sufficient to govern case classification and routing logic accurately.
• Demonstrated experience designing knowledge base content strategies for large-scale HCM system transitions, including content for new-platform navigation and legacy-to-new system cross-reference inquiries.
• Experience designing Helpdesk configurations that are sensitive to payroll cutoff cycles, scheduling profile complexity, and HR inquiry spikes.
• Familiarity with PeopleSoft legacy HR service processes and common inquiry types to inform Oracle Helpdesk category design and knowledge base content.

REQUIRED TECHNICAL SKILLS

Module / Area Key Competencies Oracle HR Helpdesk Service request category design, case routing rules, escalation configuration, SLA setup, knowledge base article management, agent workspace configuration Oracle HCM Core Position, Assignment, Location, Department, and Payroll record understanding for accurate case classification, routing and scheduling profile concepts Self-Service & Knowledge Mgmt Employee-facing knowledge article design, FAQ development for Oracle Cloud navigation, scheduling profile inquiries, and PeopleSoft-to-Oracle transition questions Reporting & Analytics OTBI case volume dashboards, SLA compliance by facility and category, trend analysis to identify systemic HR process issues, escalation rate tracking PeopleSoft (Legacy) Legacy HR service processes and common inquiry types for knowledge base content design and Oracle Helpdesk category architecture
Schedule Start Date:
04/27/2026

Schedule Start Date:
04/27/2026

Schedule Hours Per Week:
35.00

Schedule Hours Per Day:
7.00

Schedule Notes:

Schedule Days Per Week:
5.00