Alight Solutions Caribe - Newark, NJ
posted 3 months ago
The Payroll Operations Delivery Analyst plays a crucial role in supporting ongoing delivery to clients by resolving issues, managing Change Requests (CRs), and adhering to standardized processes that help achieve Service Levels (SLAs or RSLs) and Key Performance Indicators (KPIs). This position requires interaction with clients and vendors, including coaching and mentoring staff, conducting audits, and providing training. The Delivery Analyst will be involved in various projects and change requests, identifying and resolving issues through root cause analysis and implementing effective solutions. Additionally, the role encompasses process creation, requirements gathering, and improvement initiatives within the payroll operations domain. As a subject matter expert, the Delivery Analyst educates colleagues and clients on multiple process and knowledge areas, ensuring that processes are standardized according to best practices. The analyst will research and provide insights on industry standards and company best practices, aiming to improve domain-specific processes and methodologies. This includes providing feedback on new products, services, and projects, as well as supporting system changes through the change request process. In terms of client relationship management, the Delivery Analyst will gain a comprehensive understanding of processes and documentation to support client transitions and ongoing work. Effective communication with clients and internal partners is essential for analyzing and resolving issues or project impacts. The analyst will lead client interactions and facilitate discussions on key touchpoints. Project execution is another critical aspect of this role, where the Delivery Analyst will create detailed functional business requirement specifications and ensure proper testing hand-offs for integration testing. They will conduct stakeholder interviews and workshops, monitor project scope, and provide status reports while assisting in Quality Assurance (QA) and knowledge management. The analyst will also estimate, schedule, and monitor all work activities related to projects, identifying issues and driving change for improvements. Management responsibilities include working with third-party providers to ensure seamless process delivery, leading process improvements, and supporting the creation of new processes. The Delivery Analyst will identify and resolve escalations or complex issues, ensuring that service delivery meets aligned SLAs. They will guide and support client delivery for new and existing colleagues, manage inquiries beyond the scope of Aon Hewitt, and assist with documentation training for maintenance releases. Additionally, the analyst will support global sourcing initiatives and investigate regulatory and compliance issues as necessary, ensuring adherence to the service delivery model and preparing for annual Business Continuity events.