Senior Analyst Payroll

The Analyst Payroll – Applications is responsible for delivering expert application support, ensuring the stable operation, maintenance, and end to end service performance of payroll systems and related interfaces. This role oversees the service lifecycle for payroll applications, provides Level 2 and Level 3 support, and acts as the primary escalation point for issues and service requests.
The analyst will also lead operational governance activities within IT and ensure consistent delivery of high quality application services.

Key Responsibilities

Service Delivery & Application Management

• Own and manage all aspects of the payroll application service lifecycle, including Strategy, Design, Transition, Operation, and Continual Service Improvement.
• Ensure consistent, reliable delivery and operations of assigned IT services.
• Track, measure, and report service performance against agreed service levels; take corrective actions where required.
• Plan, coordinate, and implement service maintenance, enhancements, and development initiatives.
• Continuously review and identify opportunities for improvements in service delivery, processes, and system performance; develop and execute improvement plans.

Operational Governance

• Lead operational governance activities, ensuring adherence to defined IT and service management processes.
• Coordinate with cross‑functional teams, business users, and vendors to ensure smooth day‑to‑day operations.
• Serve as the first point of escalation for payroll application issues and requests.

Other Responsibilities

• Perform all activities safely and responsibly.
• Support all Environmental, Health, Safety & Security (EHSS) policies, requirements, and programs.

Required Qualifications

Technical & Functional Expertise

• Mandatory: Hands‑on experience in Ramco Payroll System (minimum 1–2 years) including application development, support, and configuration.
• Experience as a techno‑functional consultant, covering process mapping, documentation, testing, training, and ensuring business and functional requirements are met.
• Experience supporting L2 and L3 activities for Time Management Systems (TMS) within organizations of similar or larger scale.
• Demonstrated experience managing full support lifecycle, operational governance, and continuous improvement.

Professional Skills

• Strong communication skills with the ability to collaborate across business and IT teams.
• Ability to concurrently manage multiple fixes, change requests (4–6 at a time), and 1–2 projects.
• Strong service management and stakeholder management abilities across multiple business units.
• Vendor management experience in handling application licensing, support, and maintenance agreements.

• Frameworks & Industry Experience

• Proven experience implementing and managing ITIL and COBIT control frameworks.
• Experience providing support services in a multi‑sourced environment, including managing and negotiating effective arrangements with third‑party service providers.
• Preferably at least 2 years of experience in logistics-related applications.
• 6–8 years of technical experience with 4–6 years of project, service, stakeholder, and vendor management exposure.
• Relevant tertiary qualification in IT or related fields.