Talent Service Delivery Lead

REMOTE W/15-20% TRAVEL

• 3-5 years of experience with Oracle HCM Cloud, with hands-on implementation experience in the Help Desk module.
• Ability to travel 15-20%.
• Proven track record of configuring Oracle HCM Help Desk, including workflow design, SLAs, queues, and knowledge management
• Strong understanding of HR processes, case management, and associate service delivery.
• Experience with chatbot integrations.
• Familiarity with ServiceNow, HR Help Desk and other HR support platforms.
• Background in change management and HR operations.
• Change management mindset to drive adoption of new tools.
• Strong analytical, problem-solving, and troubleshooting skills.
• Detail-oriented with a focus on delivering a positive associate experience.
• Ability to lead workshops and training
• Ability to bridge HR process needs with system capabilities.
• Hands-on experience with Oracle HCM configuration, workflows, and reporting tools.
• Excellent communication and stakeholder management skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

JOB SUMMARY: The Talent Service Delivery Lead will be instrumental in the transformation of our Talent Operations model-driving innovation, operational efficiency, and alignment across Talent service delivery functions. The Talent Service Delivery Lead will lead the design, configuration, and deployment of Oracle's HR Help Desk module. This role will be instrumental in enhancing our associate experience by streamlining case management, improving service delivery, and integrating Talent support workflows across the organization.

JOB ROLES AND RESPONSIBILITIES:
1. Lead the implementation of Oracle HR Help Desk, including requirements gathering, system configuration, testing, deployment, and post go-live support.
2. Lead the development of the talent operating model, including identifying key components such as processes, technology, organizational structure, and governance with the input of current stakeholders and organizational SME's.
3. Collaborate with cross functional teams and business stakeholders to understand support needs and translate them into scalable technical solutions and ensure proper integration with other HCM modules (Core HR, Payroll, Benefits, Talent, etc.).
4. Collaborate with cross-functional teams and stakeholders to gather input and ensure buy-in for the talent operating model changes.
5. Design and optimize case management workflows, queues, categories, SLAs, and escalation paths to align with Talent service delivery needs.
6. Analyze existing processes and identify opportunities for improvement and efficient gains within the talent operating model.
7. Configure knowledge base articles, categories, and user access to support self-service and agent- assisted support.
8. Ensure data integrity and security, aligning with organizational policies and compliance standards.
9. Develop training materials and conduct workshops for Talent teams and end-users.
10. Create documentation for configurations, workflows, and end-user processes.
11. Monitor system performance, troubleshoot issues, and implement enhancements post-launch.
12. Generate reports and analytics on case volumes, resolution times, and associate experience metrics
13. Work closely with Change Management and Communications teams to ensure smooth adoption and rollout across the company.
14. Stay current on Oracle Cloud updates and best practices to continuously improve the Help Desk experience.
15. Ensure compliance with HIPAA regulations and requirements.
16. Demonstrate Company's Core Competencies and values held within.
17. Please note due to the exposure of PHI sensitive data - this role is considered to be a High Risk Role.
18. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

JOB SCOPE: Talent Service Delivery Lead will lead the implementation and optimization of Oracle's HR Help Desk to improve associate support. This role involves configuring case management workflows, building a scalable knowledge base, and collaborating with cross-functional teams to ensure seamless service delivery. The role will ensure compliance with data privacy standards, drive user adoption through training, and continuously enhance system performance. As the company expands internationally, the role will support multi-country deployments and ensure a consistent, high-quality talent support experience worldwide.
In addition, this individual will lead the development of a future-ready Talent Operations model by identifying and designing key components such as processes, technology, organizational structure, and governance. They will collaborate closely with stakeholders across Talent, Techonology, and business units to gather input, ensure alignment, and drive adoption of the new operating model. A critical part of this role will be analyzing existing workflows to uncover opportunities for efficiency, scalability, and service excellence across the talent support ecosystem.

JOB REQUIREMENTS (Education, Experience, and Training):

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.