IT Business & Technical Senior Analyst

Join our HR IT Level 2 operations team and engage with key HR IT systems including Workday, iCIMS, Saba, and various custom applications that support our HR teams. These systems facilitate crucial HR processes at BCG such as recruiting, learning, staffing, and career development. This role is ideal for a proactive IT professional eager to leverage technology to make a significant impact within a leading global consulting firm.

What You'll Do

You will:

• Manage incoming inquiries from end users around the world to help them complete business requirements.
• Serve as a subject matter expert in HR IT.
• Collaborate effectively with our IT HR Operations and L3 teams to identify solutions to redundant processes and create efficiencies where needed.
• Drive process improvements and advocate for the integration of automation and GEN AI tools to enhance efficiency, reduce manual tasks, and meet or exceed our service level agreements (SLAs) and customer satisfaction (CSAT) metrics.
• Perform other duties as assigned and as required to ensure the success of the team, HR Product Portfolio, and the rest of the BCG community.

You're Good At

• Applying IT expertise within HR processes to troubleshoot, identify, and resolve system issues.
• Multi-tasking and managing multiple priorities at once.
• Building relationships and partnering with L3 development teams to manage multiple projects in a dynamic environment.
• Communicating effectively in English, both written and verbal, with a strong orientation toward customer service.
• Exercising emotional intelligence and handling complex issues with a proactive approach.
• Identifying and implementing IT process enhancements and automations.
• Conducting training sessions and knowledge transfers to upskill new team members and bridge knowledge gaps.
• Using tools such as Outlook, Confluence, ServiceNow, and Slack proficiently.

You Bring (Experience & Qualifications)

• At least 2 years of experience supporting an HRIS system within a large, highly matrixed, and global organization.
• Strong preference for candidates with experience in Workday, especially modules like Reporting, Security, and Core HR. Workday certifications are also highly recommended.
• A willingness to learn and master additional IT processes related to learning, mobility, staffing, and recruiting.
• Experience in a fast-paced IT support role, managing service requests via IT Support tickets.
• Expertise in analyzing data from ServiceNow dashboards or other ITSM tools and suggesting trends to drive IT strategy.

You'll Work With

• A diverse team of HR IT L2 ops, consisting of FTEs and contingent workers, many of whom are remote.
• Business analysts, product owners, chapter leads, and members of the HR IT L3 teams.
• A broader range of stakeholders within the BCG community, including staff in HR, consulting, and other ticket requesters.