Job Overview
We are looking for a technical-oriented Senior HCM Service Representative with in-depth HCM system mastery and business requirement analysis capabilities. The ideal candidate shall have solid hands-on experience and technical understanding of mainstream enterprise HCM platforms. This role prioritizes talents with professional working experience in CDP, ADP, Workday, SAP SuccessFactors, Dayforce, Lac Viet, CadenaMulti and other top-tier HCM vendor institutions.
This senior position is a combination of business communication, requirement analysis and system technical configuration. The incumbent needs to communicate and clarify customer business requirements with professional business language, independently analyze and distinguish implementable requirements via system configuration, and sort out unreasonable or undeliverable demands that require product function enhancement and hand over to product teams for iteration. This role undertakes end-to-end demand docking, analysis, conversion and system landing work, ensuring the matching of HCM system functions with actual business scenarios.
Key Responsibilities
Independently undertake full-cycle professional support and technical troubleshooting for complex problems of enterprise-level HCM systems, covering core modules such as global personnel management, organizational management, payroll accounting, time & attendance management, employee benefits, ESS/MSS self-service and HR report analysis.
Take charge of the full-process handling of high-priority, difficult and repeated HCM system service tickets, conduct in-depth root cause analysis, formulate targeted solutions and preventive mechanisms, track implementation results, and ensure high-quality and efficient closed-loop processing of service demands.
Proficient in the architecture, underlying logic and operational standards of leading HCM platforms such as CDP、ADP、Workday、SAP SuccessFactors、Dayforce、Lac Viet、CadenaMulti , able to independently carry out day-to-day operations, bulk data reconciliation, configuration and debugging, version updates and UAT testing.
Serve as the core technical and business liaison, independently dock and collect customer business requirements, conduct in-depth demand sorting, analysis and feasibility judgment. Accurately distinguish demands that can be implemented through
system configuration
and demands requiring
product function enhancement & iteration
, form standardized demand analysis documents, and effectively hand over to product teams for follow-up optimization.
Sort out and optimize HCM service SOPs, system operation guidelines and common problem knowledge base, standardize service processes, reduce repeated consultation and troubleshooting costs, and continuously improve overall HR service delivery efficiency and employee satisfaction.
Support key HCM projects including system upgrade, new module launch, global data migration and process reconstruction, responsible for internal user training, system operation promotion and post-launch service guarantee.
Monitor daily HCM system operation status and data indicators, identify potential system risks and business process pain points in advance, and put forward feasible optimization plans to drive continuous improvement of HCM system and service process.
Summarize regular service reports and problem analysis reports, deliver data insights to HR and management teams, and support daily business decision-making.
Complete other HCM operation and service support tasks assigned by the supervisor.
Job Requirements
Minimum 3+ years of
technical HCM system service, configuration, requirement analysis or solution delivery experience
. Candidates with working experience in
CDP, ADP, Workday, SAP SuccessFactors, Dayforce, Lac Viet, CadenaMulti
and other professional HCM vendors are highly preferred.
Solid technical understanding of enterprise HCM system architecture, underlying logic and configuration mechanisms, proficient in core module functions and configurable rules of personnel, organization, payroll, time & attendance, benefits and self-service modules, capable of completing business demand docking and system configuration landing independently.
Possess professional
business requirement analysis and demand conversion capabilities
. Able to communicate with customers in standard business language to clarify complex business demands, accurately judge demand feasibility, classify configurable implementable demands and product iteration demands, sort out standardized analysis results and promote closed-loop landing.
Familiar with HCM system daily operation, data verification, configuration debugging, UAT testing and version iteration procedures, able to independently undertake full-cycle operational work.
Excellent cross-functional communication and vendor coordination skills, able to efficiently align requirements, follow up problem resolution and drive project delivery among HR, IT and external vendor teams.
Strong business acumen, service awareness and logical thinking ability; rigorous, responsible and stress-resistant with excellent multi-task management capability.
Proficient in Office and HR system tools; good English reading and writing skills for global system operation and cross-border vendor communication.
Preferred Qualifications
Former employee of mainstream HCM vendors: CDP, ADP, Workday, SAP SuccessFactors, Dayforce, Lac Viet, CadenaMulti and other professional HCM system service providers.
Experience in enterprise-level HCM system implementation, delivery, post-sales operation or technical support.
Working experience in multinational corporations with global HCM system operation background.
Possess official certification of relevant HCM platforms.
Benefits & Development
Professional career platform focusing on enterprise HCM system operation and global HR service scenarios.
Complete training system and clear promotion path for professional growth.
Competitive salary, performance bonus, and comprehensive welfare package.
Collaborative, professional and positive team working atmosphere.
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