HR Systems Support Manager
Revvity
Key Responsibilities
Leadership & People Management
- Lead, mentor, and develop a team of HR systems support analysts and specialists providing Level 1 support
- Set clear performance objectives, conduct regular performance reviews, and provide coaching to drive team excellence and professional growth
- Manage resource allocation, shift scheduling, and workload distribution to ensure 24/7 global support coverage across time zones
- Oversee end-to-end support operations for HR systems including:
- Workday HCM — Core HR, Talent, Compensation, Benefits, Time Tracking, Absence Management
- Payroll Systems — ADP, Dayforce and other regional payroll platforms
- UKG (Ultimate Kronos Group)
- Other HR Tools — Benefits administration platforms, learning management systems, employee self-service portals
- Manage incident and service request queues, ensuring tickets are prioritized, assigned, and resolved within SLA targets
- Establish and monitor key performance indicators (KPIs): first response time, resolution time, ticket backlog, customer satisfaction scores
- Implement escalation protocols for complex issues requiring Level 3 support or vendor engagement
- Lead root cause analysis for recurring issues and implement permanent fixes to reduce ticket volume
- Coordinate with HR, IT, and vendor teams to resolve critical incidents and minimize business disruption
- Manage major incident response, including communication plans, status updates, and post-incident reviews
- Maintain incident logs, knowledge base articles, and troubleshooting guides to enable self-service and faster resolution
- Track and report on incident trends, system performance, and support metrics to leadership
- Develop and maintain support processes, standard operating procedures (SOPs), and service level agreements (SLAs)
- Implement ITIL best practices for incident management, problem management, change management, and knowledge management
- Drive continuous improvement initiatives to enhance support efficiency, reduce resolution times, and improve user experience
- Conduct regular service reviews with stakeholders to gather feedback and identify improvement opportunities
- Leverage automation, chatbots, and self-service tools to deflect routine inquiries and empower users
- Serve as the primary point of contact for support-related inquiries, escalations, and service delivery discussions
- Provide regular updates to senior leadership on support performance, system health, and improvement initiatives
- Facilitate user training sessions, office hours, and workshops to improve system literacy and reduce support demand
- Manage user expectations, communicate system changes, and coordinate planned maintenance windows
- Build and maintain a comprehensive knowledge base with troubleshooting guides, FAQs, and how-to articles
- Ensure support documentation is accurate, up-to-date, and accessible to both support team and end users
- Develop training materials and job aids to enable self-service and reduce repetitive inquiries
- Capture lessons learned from incidents and incorporate them into knowledge articles and training programs
Required Qualifications
- 8+ years of progressive experience in HR systems support, IT service management, or technical support roles
- 3+ years of people management experience, leading teams of 3+ support professionals
- Proven track record managing global support operations with 24/7 coverage across multiple time zones
- Demonstrated experience with ITIL frameworks and service management best practices
- Strong working knowledge of Workday HCM modules including Core HR, Talent Management, Compensation, Talent Acquisition, Time Tracking, and Absence Management
- Understanding of payroll systems and processes, including ADP Workforce Now, UKG Pro, Dayforce, and regional payroll platforms
- Hands-on experience with UKG (Ultimate Kronos Group)
- Familiarity with benefits administration platforms, learning management systems (LMS), and employee self-service portals
- Understanding of HR business processes: employee lifecycle, payroll processing, time and attendance, benefits enrollment, performance management
- Experience with ticketing and service management tools: ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms
- Strong knowledge of ITIL framework and best practices for incident management, problem management, change management, and knowledge management
- Experience implementing and managing SLAs, KPIs, and service level objectives (SLOs)
- Ability to conduct root cause analysis, implement corrective actions, and drive continuous improvement
- Familiarity with major incident management protocols and crisis communication strategies
- Bachelor's degree in Information Technology, Computer Science, Human Resources, Business Administration, or related field
- Professional certifications: ITIL Foundation or ITIL Practitioner, Workday Pro Certification (any module), HDI Support Center Manager (HDI-SCM)
- Experience in life sciences, diagnostics, pharmaceuticals, or regulated industries
- Familiarity with automation tools, chatbots, and AI-powered support solutions
- Knowledge of Agile/Scrum methodologies for managing support backlogs and sprints
- Customer Focus — prioritizes user experience and delivers exceptional service with empathy and professionalism
- Operational Excellence — drives efficiency, meets SLAs, and continuously improves support processes
- People Development — builds team capability, fosters growth, and creates a culture of learning and accountability
- Problem-Solving — diagnoses complex issues quickly and implements effective solutions
- Collaboration — works effectively across HR, IT, and vendor teams to resolve issues and deliver value
- Adaptability — thrives in a dynamic environment and adjusts approach based on changing priorities
- Communication — articulates technical concepts clearly and builds trust with stakeholders at all levels
- Continuous Improvement — identifies opportunities to enhance service delivery and implements innovative solutions
At Revvity, you'll join a global leader in life sciences and diagnostics, working on transformative projects that impact our business worldwide. We offer competitive compensation, comprehensive benefits, professional development opportunities, and a collaborative culture that values innovation and excellence.