Oracle Help Desk / Oracle HR Help Desk Implementation Specialist

Job Description:

Position Summary: We are seeking an experienced Oracle HR Help Desk Implementation Specialist to lead and support the design, configuration, testing, and deployment of Oracle HR Help Desk within Oracle HCM Cloud. The ideal candidate will bring hands-on Oracle HR Help Desk implementation experience, along with strong generalist knowledge across Oracle HCM modules and toolsets. This role will partner with HR, shared services, technology, security, and reporting teams to deliver an efficient, scalable, and user-friendly employee service experience.

Key Responsibilities:

• Lead end-to-end implementation of Oracle HR Help Desk, including discovery, requirements gathering, solution design, configuration, testing, deployment, and post-go-live support.
• Configure Oracle HR Help Desk components such as request types, service categories, workflows, milestones, queues, routing rules, knowledge setup, security, and employee/agent experiences.
• Work closely with HR Shared Services, HR Operations, Employee Relations, and business stakeholders to design service delivery processes and case management workflows.
• Provide functional guidance on how Oracle HR Help Desk integrates with the broader Oracle HCM ecosystem, including Core HR, Absence, Benefits, Payroll, Talent, Recruiting, Journeys, Learning, and Security.
• Support fit-gap analysis, process redesign, and migration planning for legacy HR case management or service platforms.
• Collaborate with technical teams on integrations, reporting, conversions, and data migration using Oracle HCM tools and standard integration approaches.
• Prepare functional design documents, configuration workbooks, test scripts, training materials, and operational support documentation.
• Support SIT, UAT, defect triage, release readiness, and quarterly Oracle update impact assessments.
• Advise on service metrics, SLA and milestone configuration, case routing, knowledge management, and user adoption best practices.
• Partner with security and compliance teams to ensure appropriate role-based access, data privacy, and audit readiness.

Required Experience:

• 5+ years of experience working with Oracle HCM Cloud, with strong functional understanding across multiple HCM modules.
• Proven hands-on experience implementing or supporting Oracle HR Help Desk in a complex enterprise environment.
• Experience with HR shared services processes, employee case management, knowledge management, and service delivery operations.
• Experience in requirement gathering, solution design, configuration, testing, production support, and stakeholder management.
• Strong generalist understanding of Oracle HCM modules including Core HR, Absence Management, Benefits, Payroll, Time and Labor, Recruiting, Talent Management, Compensation, Learning, and Journeys.
• Experience supporting quarterly releases, regression testing, and process optimization in Oracle HCM.

Technical Skills and Toolsets:

• Strong knowledge of Oracle HR Help Desk configuration, case lifecycle, request management, service milestones, and knowledge capabilities.
• General familiarity with Oracle HCM toolsets such as HDL, HSDL, OTBI, BI Publisher, HCM Extracts, Fast Formula, Approval Workflows, and Oracle Integration Cloud (OIC).
• Understanding of Oracle HCM security concepts including roles, data access, and segregation for sensitive HR cases.
• Experience working with integrations, reports, data validation, and test scenarios across Oracle HCM modules.
• Knowledge of Redwood user experience, employee self-service, manager self-service, and digital service capabilities is preferred.
• Ability to analyze business processes and translate them into scalable Oracle HCM and HR Help Desk configurations.

Preferred Qualifications:

• Bachelor s degree in Human Resources, Information Systems, Business, Computer Science, or a related field.
• Oracle HCM Cloud certification or relevant Oracle Help Desk / Service implementation experience is preferred.
• Experience working in large-scale Oracle HCM transformation or HR technology implementation programs.
• Experience with migration from legacy HR case management platforms to Oracle HR Help Desk is a strong plus.

Key Competencies:

• Strong communication and stakeholder management skills.
• Ability to work across functional and technical teams.
• Strong problem-solving and analytical thinking.
• Attention to detail in configuration, testing, and documentation.
• Ability to manage multiple priorities in a fast-paced implementation environment.