Talent Acquisition Support Specialist

Talent Acquisition Support Specialist

The Talent Acquisition Support Specialist will be responsible for providing technical and operational support to the recruitment teams as the main point of contact for troubleshooting issues and maintaining ownership of the CRM, Phenom People. Data Analytics will be an integral part of this position by ensuring recruitment data is accurate as well as running reports for TA Department. As a liaison with HRIS, this role ensures that users of Phenom have a seamless experience while mitigating system issues, providing training, and ensuring adoption. The ideal candidate should have hands-on experience with Workday Recruiting and Phenom People, with the ability to assist users effectively and improve system usage.

Key Responsibilities:

User Support & Troubleshooting:

• Act as the first point of contact and source matter expert, liaising with Recruiters on all Phenom People related issues, inclusive of day-to-day support and escalating issues as needed internally between TA and HRIS and externally between TA and the vendor (Phenom).
• As a liaison between TA and HRIS, managing real-time ticketing internally within Workday Help, as well as with external vendors and logging and tracking tickets to be reported to leadership on a regular cadence.
• Diagnose system problems, research viable solutions as necessary and provide timely resolutions and communication.
• Own reporting and documentation of open tickets/cases dashboard.

Process Documentation & Training:

• Develop and maintain user guides, FAQs, and documentation for common system issues and best practices.
• Conduct regular training sessions and refresher workshops for new and existing users to ensure efficiency in Phenom People.
• Leverage TA technology champions within the Talent Acquisition team to empower and guide best practices within the system.
• Work closely with recruitment teams to understand the end-to-end business and recruitment process and how the CRM integrates within Workday ATS.

System Maintenance & Updates:

• Ensure the smooth operation of the Phenom People platform and functionality of bidirectional and hosted apply services with Workday Recruit by monitoring system performance and conducting routine system health checks.
• Own the vendor relationship (Phenom) from a technical perspective, including attending all product release webinars, staying deeply connected to the Phenom Community, and proactively communicating updates, enhancements, and roadmap changes to recruiters and leadership to ensure alignment and readiness.
• Liaise with HRIS on all Workday product releases to ensure the systems are working well together.
• Lead system testing and validation for Talent Acquisition during platform upgrades, releases, and break fixes through partnering with HRIS and applying deep knowledge of FMC Recruiting Process.

Data Integrity & Reporting:

• Serve as the SME in recruitment analytics through accurate and consistent audits and reconciliations, and delivering insights that empower TA and Recruitment Marketing to make informed decisions.
• Assist users in generating reports and extracting data from Phenom People, ensuring they can access the information needed for strategic decision making.
• Provide data analytics to TA Leadership to display trends and opportunities to provide efficiencies in workflows and business processes.

System Enhancement:

• Identify opportunities for system enhancements based on user feedback and evolving business requirements.
• Participate in system enhancement projects, including the rollout of new functionalities and improvement initiatives.

Compliance & Security:

• Liaise with HRIS to ensure that all processes within Phenom People comply with company policies and regulatory requirements.
• Manage system access and permissions, ensuring appropriate security measures are in place for all users.

Qualifications:

Education & Experience:

• Associate or bachelor's degree in information systems, Human Resources, Business Administration, or a related field or equivalent work experience.
• 2+ years' experience supporting Talent Acquisition teams in a TA tech stack environment, with required advanced hands-on expertise with Phenom People.
• Working knowledge of system integrations, implementation processes, and testing practices, with the ability to troubleshoot issues and partner cross-functionally to ensure smooth system performance.
• Familiarity with ticketing systems (Workday Help) for logging and tracking user support issues.

Technical Skills:

• Hands-on experience with Phenom People platform, Workday ATS preferred.
• Experience and understanding of HR processes, specifically recruiting and candidate management workflows.
• Experience in troubleshooting system issues and identifying system enhancements.

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Problems and issues faced are general and may require understanding of broader set of issues but typically are not complex. May require familiarity with the financial/mortgage (or job-specific) industry. Problems require understanding of other job areas. Problems are typically solved through drawing from prior experiences, with analysis of the issue.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.