Oracle HCM HR Helpdesk Lead

Oracle HCM HR Helpdesk Lead

JOB-10046355

Anticipated Start Date

April 27, 2026

Location

New York, NY

Type of Employment

Contract Hire

Employer Info

Our client provides top-ranked care, dozens of inpatient and outpatient specialties, and mental health services with a team of highly trained and caring medical professionals who are compassionate, culturally competent and patient centered. Their vision is to be a fully integrated health system that enables New Yorkers to live their healthiest lives. Many of their roles are temp-to-hire, giving our client and our candidates the opportunity to ensure they are the right fit for a full-time position, as this comes with career advancement opportunities and excellent benefits. In fact, over 30% of our candidates have converted to full-time positions at our client.

Job Summary

Our client is seeking is seeking an experienced Oracle HCM HR Helpdesk specialist to support the design and configuration of Oracle HR Helpdesk in alignment with industry best practices as part of its Oracle Cloud HCM implementation. This role will assist in shaping the end-to-end HR service delivery model, including case management workflows, routing and escalation logic, self-service knowledge content, and service-level agreement configuration.

The consultant will work closely with stakeholders to translate business requirements into effective system configurations, ensuring that Company’s multi-union, multi-facility workforce receives accurate and timely HR support throughout and beyond the Oracle Cloud transition. Responsibilities include supporting design workshops, advising on configuration decisions, and assisting with testing and go-live readiness for the HR Helpdesk workstream.

Job Description

• Lead design workshops with HR operations and HR leadership to define Company's HR service delivery model, case management, routing logic, and SLA framework within Oracle HR Helpdesk.
• Architect and configure Oracle HR Helpdesk including service request categories, case routing rules, escalation workflows, SLA configuration, and agent workspace design reflecting the full complexity of Company's multi-union, multi-facility HR inquiry landscape.
• Design routing and escalation logic, including facility-based routing, specific inquiry handling.
• Govern the knowledge base content strategy including employee-facing knowledge articles, FAQ design, and self-service content for Oracle Cloud navigation, scheduling profile inquiries, payroll questions, and PeopleSoft-to-Oracle transition guidance.
• Ensure Helpdesk case categories and routing logic reflect the Oracle HCM data model, including how Position, Assignment, Location, Department, Benefits, Comp and Payroll record changes drive HR case context and classification.
• Lead test phases for Oracle HR Helpdesk functionality, coordinating test scenario design with HR operations, OCS, and facility-level HR teams.
• Develop Helpdesk performance dashboards and reporting using OTBI covering case volume, resolution time, SLA compliance, escalation rates, and inquiry trend analysis by facility, department, and category.
• Govern functional and technical design documentation for Oracle HR Helpdesk, maintaining traceability to Company HR service delivery requirements and escalation obligations.
• Partner with Oracle Cloud workstream leads (Scheduling, Payroll, Time & Labor, Comp and Core HCM) to ensure Helpdesk case categories and knowledge content accurately.

Skills Required

• Minimum 2+ years implementing Oracle HR Helpdesk or equivalent enterprise HR service delivery platforms (ServiceNow HR, Salesforce Service Cloud) in large, complex organizations.
• Minimum 2 full life-cycle Oracle Cloud HCM or HR service delivery implementations, preferably in healthcare or public sector environments.
• Deep expertise configuring case routing rules, SLA frameworks, and escalation workflows including routing logic and escalation pathways.
• Strong understanding of the Oracle HCM data model including Position, Assignment, Location, Department, and Payroll records sufficient to govern case classification and routing logic accurately.
• Demonstrated experience designing knowledge base content strategies for large-scale HCM system transitions, including content for new-platform navigation and legacy-to-new system cross-reference inquiries.
• Experience designing Helpdesk configurations that are sensitive to payroll cutoff cycles, scheduling profile complexity, and HR inquiry spikes.
• Familiarity with PeopleSoft legacy HR service processes and common inquiry types to inform Oracle Helpdesk category design and knowledge base content.

Technical Skills:

• Oracle HR Helpdesk: Service request category design, case routing rules, escalation configuration, SLA setup, knowledge base article management, agent workspace configuration
• Oracle HCM Core: Position, Assignment, Location, Department, and Payroll record understanding for accurate case classification, routing and scheduling profile concepts
• Self-Service & Knowledge Mgmt: Employee-facing knowledge article design, FAQ development for Oracle Cloud navigation, scheduling profile inquiries, and PeopleSoft-to-Oracle transition questions
• Reporting & Analytics: OTBI case volume dashboards, SLA compliance by facility and category, trend analysis to identify systemic HR process issues, escalation rate tracking
• PeopleSoft (Legacy): Legacy HR service processes and common inquiry types for knowledge base content design and Oracle Helpdesk category architecture

Education/Training/Certifications

• Bachelor’s Degree

Additional Requirements

• Shift Time: 9:00 AM-5:00 PM

Pay Rate

• $62-$73 per hour, based on experience, skills, and market factors

HirePower Personnel, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or other characteristics protected by law.