Senior Customer Success Analyst, HRIS

Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a HRIS Senior Customer Success Analyst to join our team. This is a hybrid role based out of our Houston Office

ABOUT MITSUBISHI HEAVY INDUSTRIES AMERICA, INC. (MHIA):

For over 130 years Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services are tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense and space systems sectors.

Our culture embraces diversity and cooperation, and we promote a healthy balance of professional and personal development, ensuring that your ideas and expertise are valued and respected.

SCOPE:

The Sr. Customer Success Analyst is part of a dynamic Customer Success Team that helps MHIA and its affiliates leverage HR technologies by applying systems solutions to business requirements. This role serves as a liaison between HR Operations and our MHI clients, supporting all HR systems with a primary focus on SuccessFactors.  The main responsibilities include ensuring data integrity, performing testing, maintaining data flows, and constantly looking for process improvement opportunities. This role also provides project and change management support for implementations and enhancements, ensuring the proper adoption and optimal usage of the SuccessFactors Talent Suite and other HRIS platforms as required.

JOB RESPONSIBILITIES

• Engage with customers and build solid relationships by meeting their needs and expectations.
• Maintain regular communication with customers through various channels, such as email, and phone calls, meetings, to ensure they are informed of system and process changes and to answer any questions they may have.
• Ensure that customer support issues are resolved promptly and satisfactorily. This could include coordinating with various teams, such as technical support, product development, and operations, to resolve customer issues quickly.
• Provide project planning, scope management and project management support
• Identify, assess, and mitigate project risks to ensure project success.
• Communicate with stakeholders, team members, and vendors to ensure clear and effective communication throughout the project lifecycle.
• Ensure the project meets the required quality standards, and that all deliverables are of high quality.
• Monitor project timelines, ensuring that the project stays on schedule, and adjust as needed.
• Create and maintain project documentation, including project plans, schedules, and reports.
• Analyze HR processes and make recommendations for improvements leveraging HR technology.
• Oversee the documentation of requirements, development, implementation, and testing of new or redesigned systems, reports, and procedures for HR to ensure alignment with business processes.
• Establishes a strong partnership with cross-functional team members to consolidate data models and drive process decisions.
• Responsible for maintaining a thorough, efficient, and accurate HRIS database. Perform audits to ensure data integrity.
• Defines and investigates HRIS issues by analyzing relevant data, establishing facts, and drawing valid conclusions to support sound recommendations and solutions.
• Analyze software releases to assess the impact of new features and communicate them accordingly.
• Communicate regularly with customers through various channels, such as email, phone calls, and meetings, to ensure they are informed of system and process changes and answer any questions.
• Support system upgrades and enhancements, create test case scenarios, perform tests, and document results.
• Create and maintain process documentation, develop and deliver training to advanced users.
• Investigates and helps resolve complex production support issues.
• Provide project planning, scope management, and change management support.
• Other duties as assigned.

QUALIFICATIONS & SKILLS

• Education Requirement: Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
• Experience: At least six years of HRIS experience that includes supporting SuccessFactors or similar HRIS and/or timekeeping, and payroll systems. At a minimum of 3 years in a client facing and/or account management role.
• Any special skills/training/certifications:
  • Technical Proficiency: Solid understanding of HRIS systems with experience in SuccessFactors Employee Central or similar HRIS a plus.
  • Understanding of human capital analytics and HR reporting/strategies.
  • Proficient in MS Office products
  • Excellent communication and presentation skills.
  • Superior critical thinking and creative problem-solving skills.
  • Project Management/Change Management experience

WORKING CONDITIONS:

• Travel: Up to 20%
• Weekend/late night work if applicable:
• Lifting/physical requirements: Regularly required to sit, stand, walk, talk, and hear. Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Why Should You Apply?

• Excellent Benefits (Medical, Dental, Vision & 401K Matching)
• Company-provided STD and LTD
• Parental Leave
• Company-Provided Life Insurance and AD&D
• Paid time off: vacation, sick time, personal time and 15 holidays
• Tuition Reimbursement Program
• Behavioral health support
• Committed to quality products and services.
• Great working environment and culture

MHIA is an Equal Employment Opportunity (EEO) employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status or any other legally recognized protected basis under applicable law, are strongly encouraged to apply.

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