Job Description: SaaS HR Apps Support Analyst

Experience: 5–6 Years
Role: SaaS HR Apps Support Analyst
Employment Type: Full-time

Role Overview

We are looking for an experienced SaaS HR Apps Support Analyst to provide functional and technical support for enterprise HR applications. The candidate will be responsible for application monitoring, incident resolution, user support, troubleshooting, integrations, and coordination with HR, IT, and SaaS vendors.

Key Responsibilities

• Provide L2/L3 application support for SaaS-based HR applications.
• Manage and resolve incidents, service requests, and application-related issues within defined SLA timelines.
• Troubleshoot issues related to HR processes, application configuration, integrations, interfaces, and data flows.
• Support HR application areas such as employee lifecycle, recruitment, onboarding, performance management, learning, compensation, time/absence, and employee data management.
• Monitor scheduled jobs, integrations, interfaces, and application availability.
• Perform root cause analysis (RCA) for recurring or critical production issues and recommend preventive actions.
• Coordinate with SaaS vendors and internal technical teams for complex incidents and product-related issues.
• Support application releases, patches, upgrades, enhancements, and regression testing.
• Perform functional testing, UAT support, defect tracking, and production validation.
• Support integrations between HR SaaS applications and enterprise systems using APIs, REST/SOAP web services, SFTP, middleware, or integration platforms.
• Perform data analysis and troubleshooting using reports, application logs, and data extracts.
• Maintain support documentation, SOPs, knowledge articles, RCA documents, and operational procedures.
• Ensure adherence to ITIL processes, change management, security controls, and application support standards.
• Work closely with HR business teams to understand requirements and provide timely resolution.
• Participate in production support activities and critical issue resolution when required.

Required Skills

• 5–6 years of experience in SaaS/Cloud HR application support.
• Strong understanding of HR business processes and HR application ecosystems.
• Hands-on experience supporting one or more enterprise HR platforms such as Workday, SAP SuccessFactors, Oracle HCM Cloud, UKG, Cornerstone, or similar SaaS HR solutions.
• Good understanding of incident, problem, change, and release management.
• Experience with ticketing/support tools such as ServiceNow or Jira.
• Knowledge of REST/SOAP APIs, integrations, SFTP/file-based interfaces, and data troubleshooting.
• Experience in production issue analysis, RCA, testing, and defect management.
• Strong analytical and troubleshooting skills.
• Good written and verbal communication skills with the ability to coordinate with business users, technical teams, and external vendors.

Good to Have

• Knowledge of ITIL/ITSM practices.
• Basic SQL/data analysis knowledge.
• Experience with HR application reporting and analytics.
• Experience working in an Agile/Scrum environment.
• ITIL Foundation or relevant HR SaaS product certification would be an advantage.

Preferred Candidate Profile

• Strong production/application support background with ownership of issues from identification through closure.
• Comfortable working across functional and technical HR application teams.
• Ability to handle multiple incidents and priorities in a SLA-driven environment.
• Strong stakeholder management and problem-solving capabilities.