Technical Analyst – Operations Delivery
Mondelēz International (company site, opens in a new tab)MumbaiOn-siteDirect career pageEst. 8–16 LPA
Posted on 31 Aug
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Job description
Structured overview of role & requirements
About This Role
- Own Tier 2/3 triage and support for HR-related systems including Workday, Paradox, HiredScore, and Phenom, ensuring service level agreements are met.
- Drive configuration management, testing of defect fixes, change requests, and maintain documentation including configuration workbooks and impact analysis.
- Lead continuous process improvements, standardize operating procedures, ensure compliance with data protection policies, and coordinate with stakeholders for system release impacts.
Minimum Requirements
- Proven experience in supporting HR systems or IT operations with ability to independently manage Tier 2/3 support activities.
- Hands-on experience with ticketing tools such as ServiceNow or Jira and basic configuration experience in HR tools like Workday and Paradox.
- Exposure to user support/helpdesk, incident and defect management, and stakeholder or vendor coordination.
- Work Experience Required: Not explicitly mentioned in the JD; No relocation support available.
Ideal Candidate Profile
- Experienced operational specialist in shared service or similar environment handling HR system support with a focus on execution and problem-solving.
- Familiar with process design, mapping, business requirement gathering, and standard operating procedure development.
- Effective communicator with good stakeholder management skills and capability to influence process standardization and simplification.