Job Title: HR Application/Production Support Analyst
Location: Vienna, VA
Pay rate: open to both W2 and established 1099 (no c2c)
Work Model: hybrid is ideal (onsite 3 days), will consider remote
Position type: Multiyear contract
This is an Application Support/Production Support role for HR systems, centered on ticket triage, incident resolution, ServiceNow operations, Oracle HCM support, and maintaining system stability through repeatable support processes.
This role requires 3-5 years of professional experience and hands on Oracle HCM support experience.
This role is a Technology Support Analyst position responsible for providing frontline production support for HR systems and enterprise applications. The person acts as the first point of contact for incidents and service requests, performs ticket triage and issue resolution, monitors support queues, validates system changes, coordinates releases, maintains documentation, and identifies opportunities to improve support processes and reduce recurring issues. The position is focused on operational support and system stability rather than system implementation or development.
Responsibilities
- Serve as the first point of contact for technology-related support requests and incidents
- Manage intake of requests and perform initial triage, categorization and prioritization of tickets and ensure complete and accurate documentation
- Monitor support queues and intake channels to ensure timely response
- Resolve low-risk, standard, repeatable issues using established procedures and knowledge base articles
- Coordinate routine system updates and maintain an up-to-date calendar of releases and maintenance activities
- Perform basic system validations, data checks, and post-release verification activities
- Identify recurring issues and recommend improvements to reduce manual effort and repeat incidents
- Perform basic reporting on intake and progress metrics to identify trends and insights for improvement opportunities
- Maintain and update reference materials and support documentation
Requirements
- 3-5 years of hands-on operational support experience in a production support environment
- Experience with Oracle HCM and/or Service Now is preferred
- Familiarity with Incident and Request Management concepts
- Basic understanding of ticketing systems (ie. ServiceNow, Azure DevOps, etc.)
- Strong organizational and prioritization skills
- Excellent communication and customer service skills
- Ability to follow defined processes and work independently within established guidelines
System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
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Ref: #851-Rockville-S1
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