"Alerted.org

Title: Service Readiness Lead

ALTA is supporting a 18-24 month contract opportunity working remote.

8 AM to 4 PM CST.

ALTA IT Services is a wholly owned subsidiary of System One, a leading provider of specialized workforce solutions and integrated services. ALTA is an established leader in IT Staffing and Services, for both government and commercial enterprises across the United States, specializing in Program & Project Management, Application Development, Cybersecurity, Data & Advanced Analytics, and Agile Transformation Services.

This is a key role within a project to implement a new time/attendance technology across US and Canada. In addition to transforming our colleagues’ payroll interactions and experiences, the scope of this project also includes the delivery of a 3rd party contact center, and work content changes for the internal retained team.

As a member of the Service Delivery workstream, this role will ensure the HR team and support resources in plants and in Finance are trained, equipped and ready to work in concert with the new payroll & WFM partner to deliver transformed processes that drive efficiency, accuracy, control and a great user experience. Ensure new partner team is ready to deliver its services and that appropriate E2E controls are in place. Implement optimized roles and structures within operational HR teams to complement the work performed by vendor and provide strong oversight of data entry and process support work retained in the plants/wider business.

Who you are:

+ 8+years working in Human Resources or HR Shared Services, with a focus on service delivery.

+ Experienced with process documentation creation, inclusive of SOPs and training/education content.

+ Data and detail-oriented with ability to think strategically and drive continuous improvement.

+ Experience with contact centers (either internal or 3rd party) preferred

How you will contribute:

+ Act as the focal point and coordinator of all activities identified within the E2E Service Delivery (HR) project plan. Act as day-to-day contact for cross-tower activities including participation in project meetings, reporting on tower status and providing updates to the project plan.

+ Coordinate and facilitate (as required) creation of Client process documentation ensuring integration and appropriate hand-offs with supplier SOPs; all necessary stakeholder review and approval of supplier and Client SOPs; consistent standard & format; definition of processes to maintain. Support cross-project process mapping activities as required.

+ Oversee knowledge content creation; identify optimal use of different repositories for ease of reference by end users (internal SharePoint; vendor portal tools, etc); create knowledge content relating to service delivery management processes (case creation, escalations, etc).

+ Work with supplier contact center service delivery lead to confirm case management tool set-up, liaising with Client process towers to ensure appropriate use of case management tool is built into all applicable processes. Identify Client access requirements to case management tool (service delivery roles). Confirm supplier reporting on case/service level metrics meet Client requirement

+ Coordinate planning for service rehearsal testing including definition of E2E test scenarios, identification of testers and execution of test scenarios.

+ Partner with OCM Learning lead regarding learning content requirements for HR service delivery roles.

+ Support role mapping and training needs analysis for HR service delivery teams

What you will bring:

+ Ability to be an advisor to a variety of project team members. Advocate for the business, using knowledge of Client to help shape program assumptions and strategy.

+ A strong desire to drive the success of Client. A willingness to ‘roll your sleeves up’ and deliver practical outcomes. A practical mindset to solve problems collaboratively and creatively.

+ Technical aptitude– confident and capable user of a variety of systems.

+ Experience with managing to set deadlines & operating in an accelerated working environment alongside a variety of other functions (Finance, Operations, etc.) Prior project involvement is a plus.

+ Proven ability to develop strong working relationships and to engage, communicate with, influence, and manage different stakeholders.

+ Experience of process design and/or of delivering system training to others would be an advantage.

How you can grow with this position:

+ This is a strategic role, a great opportunity to develop your leadership skills within a project environment.

+ Grow your project management and technology implementation experience.

+ Become a subject matter expert and point of contact for Client HR Operations processes.

Additional Information:

+ The duration of the implementation project is likely to be approx. 21 months, with the exact timeline defined during project planning phase.

+ This role will support all Client locations across US and Canada. For this reason the work location of applicants will not impact their suitability for this role. Occasional business travel may be required

Ref: #860-IT Cincinnati

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services 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 full-time 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.