Support Analyst Senior Product
Resume:
Alison H. Burke
McKinsey & Co
Senior Product Ops and Support Analyst 3.23.2020-7.24.2024
●Deploy, maintain, and troubleshoot core business applications via Service Now HRSD. Creating all training material for our department and creating Knowledge Articles for global use for various stakeholders.
● Trained all new team members and created the team QRG Quick Reference Guide to coordinate with all required steps from Stakeholders requests.
●Lead the requirements gathering process in collaboration with technical and business stakeholders
●Meet and coordinate with internal and external stakeholders to establish system goals, and requirements, daily concerns and functional use
●Translate technical specifications into clear non-technical requirements
●Provide documentation of all processes and training as needed for development of Triage Support Team and maintain in a clear, precise reference guide and created Knowledge Articles in Service Now HRSD
●Implement best practices for scalability, supportability, ease of maintenance, and system performance
●Ensure Data Integrity from People Central (SAP) into ePeople & Data Hub, Table and work with needed teams to update data and ensure validity of employee profile
●Maintain Get Started system (internal onboarding site prior to start date), update data content for all locations globally, ensure new joiners are receiving the emails/troubleshoot any matters regarding, work with stakeholders for development of new location
●Watch for consistent concerns and work with stakeholders to provide prompt communication and resolution to users and new joiners
●Assist with updating Benefits data for employees, ensuring correct coverage noted and correcting any concerns.
●Assist with Onboarding, Benefits and general system matters in troubleshooting, testing the global system and discussing new developments of the product.
●Skilled in analyzing business and technical requirements and converting them into clear and actionable user stories
●Create a supportive and engaging environment for operations team members to learn and grow.
Element Consultants
Contract Employee at McKinsey & Co. 9.9.2019 - 3.22.2020
●Deploy, maintain, and troubleshoot core business applications
●Meet and coordinate with internal and external stakeholders to establish system goals, and requirements, daily concerns and functional use
●Translate technical specifications into clear non-technical requirements
●Provide documentation of all processes and training as needed for development of Triage Team
●Implement best practices for scalability, supportability, ease of maintenance, and system performance
●Ensure Data Integrity from People Central into EPeople system and work with needed teams to update data and ensure validity of employee profile
●Maintained all Onboarding panels within SAP ONB
●Held weekly, monthly meetings with Global ONB team to ensure all data matters, updates and communication was up to date
●Create and implement a comprehensive global onboarding strategy that addresses new hire logistics, documentation, and HRIS integration
●Develop and share global SOPs and policies with regional teams.
●Serve as a subject matter expert and advisory resource for global people operations activities, offering guidance and troubleshooting support
●Manage the global employee onboarding process, ensuring seamless coordination between regional teams. Work in partnership with the Learning team to drive effective and consistent onboarding experience
●Act as a knowledgeable resource for global people operations activities, providing guidance and troubleshooting assistance.
Corporate Brokers
Contract Employee at PwC via Corporate Brokers 8.2017-8.2019
●Implement and maintain enhancements for Contingent Labor System (via BeelineVMS)
●System Administrator for US for TalentLink
●Assist inquires for Sensitive Field information for reporting
●Discuss concerns with Stakeholders for updates, daily use concerns and functional use
●Assist with various audits, reports and other activities to help with HCIS
●Assist with erred feeds from various systems and loads of data to TalentLink
●Assisted with Integration of Service Now and Workday
●Assisted with Integration of Workday and various other systems
●Create SOPs to help train offshore teams to assist with daily tasks
●Ensure data integrity from integration from WorkDay into various systems
●Update PII for rehires to assist with integration from other systems
●Work with Offshore Teams to validate access is correct for daily operations.
KForce
HRIS Specialist II 12.2015-5.2017
●Confirm I-9 completion for new hires/rehires and communicates with field on missing or incorrect forms.
●Provide training of field office personnel on completion of I9s as required.
●Review Flex employee data in PS and update I9 Checklist for new hires and rehires.
●Assist field offices with all flex employee changes (transfers, job codes, addresses, terms, etc).
●Run PS reports and make necessary changes. Follow up with field offices as needed.
●Communicate with field offices on discrepancies pertaining to PeopleSoft.
●Assist with keying core employee data into Peoplesoft for changes and terminations.
●Assist with sending e-invites, submittals and follow up on background checks.
●Act as backup in reviewing core paperwork returned from new hire and follow up on missing forms. Provide Payroll with appropriate paperwork.
●Interpret audit reports, research discrepancies and make corrections to PeopleSoft.
●Assist with maintaining Core Personnel files.
●Participate in special projects as needed.
Operations Assistant 6.2015-12.2015
●Assisted with implementation of Taleo Enterprise Program
●Assist with creating, modifying and closing job requisitions
●Help prepare, review and summarize various reports
●Coordinate reviews of potential employees for hiring managers
EDUCATION
●Bachelor of Health Care Administration - St. Leo University
●Associate of Science Mortuary Science, St. Petersburg College
PROFESSIONAL SKILLS
●Proficient in MS Office products (Outlook, PowerPoint, Excel, and Word)
●Proficient in PeopleSoft & Taleo
●Beginner user to WorkDay
●SAP Certified SF Succession Mgmt Admin, SF Onboarding 1.0 Admin & SF Employee Central Admin
●Data Hub
●Tableau
●PMDM
●Beeline Talent System
●Service Now HRSD
●Experience using Kanban Boards
●JIRA
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