• Manage help desk SLAs and the ticket management system.
• Logging and tracking calls and incidents daily.
• Monitoring usage, compliance and services.
• Work with functional and development teams to identify and resolve defects.
• Perform system testing of PeopleSoft HRMS Federal and HR Helpdesk applications (GEMS and HRCC).
• Work with the client to identify and prioritize defects, coordinate production migrations and UAT.
• Monitor and support, defect resolution and change request activities within team.
• Communication effectively with business users and ensure customer satisfaction is met.
• Producting monthly incident summary reports that provide mangement input for key problem areas and potential user training requirements.
• Staying abreast of modifications to the IPMS application through participation in user requirements, software change control reviews, design adaptations/customizations reviews, Independent Validation and Verfication System testing, other IPMS user/management related forums, and documenting the outcomes, as required.
• Creating IPMS Support Center user manual and standard operating procedures.
• Assisting in the installation of IPMS software, including printer set-ups.

Skills Required:

• 5+ years of PeopleSoft HCM 8.x or higher
• 1+ years of PeopleSoft Help Desk experience
• Help Desk experience

Certifications:

• PeopleSoft Enterprise 9 Human Capital Management
• Human Resources Consultant Certified

Training:

• PeopleSoft Human Resources Release 9.x or PeopleSoft HCM Release 8.x to 9.x delta