Senior Lead, HR Application Maintenance

The Senior Lead HR Application Maintenance is accountable for the stable secure compliant and continuously improving operation of the global HR technology portfolio including Oracle E-Business Suite SAP SuccessFactors Talent Acquisition ServiceNow HR Service Delivery and the APIs middleware and file-transfer services that connect them. This role serves as the senior Technology Operations partner to HR HR Shared Services Talent Acquisition product teams and enterprise technology functions. It leads day-to-day application support major incident response problem elimination release and change execution minor enhancements controls service reporting and operational readiness. The Senior Lead directs a vendor-managed service team and coordinates internal and external specialists to deliver against business priorities service levels and quality standards. Success requires a strong customer-service mindset command of ITIL practices sound technical judgment across integrated HR platforms and the ability to translate HR needs into reliable scalable and supportable solutions while protecting sensitive employee and candidate data.

Lead HR Application Service Delivery and Operations (35%)

• Own the health availability performance security supportability and lifecycle of Oracle EBS HR SuccessFactors Talent Acquisition ServiceNow HRSD and dependent integrations.
• Lead incident and major-incident response; establish business impact recovery priorities stakeholder communications escalation paths and post-incident actions.
• Drive problem management and root-cause analysis ensuring permanent corrective actions known-error documentation monitoring improvements and reduction of repeat incidents.
• Govern requests access batch schedules interfaces production controls environment readiness capacity disaster recovery and operational documentation.
• Publish meaningful service reporting and insights on SLA/XLA performance backlog aging availability defects demand recurring issues customer experience risk and improvement outcomes.

Direct the Vendor-Managed Service Team (25%)

• Set priorities and daily direction for functional technical integration and platform specialists; balance global demand severity business calendars and resource capacity.
• Hold providers accountable for contractual commitments service levels quality productivity documentation security and timely escalation; lead operational and service-review governance.
• Validate estimates staffing skills coverage and delivery plans; remove blockers and coordinate across multiple vendors and internal technology teams.
• Maintain sustainable knowledge through support procedures system and data-flow documentation cross-training succession coverage and disciplined knowledge transfer.
• Coach vendor and internal team members in customer service ITIL practices HR process context problem ownership and clear stakeholder communication.

Partner with HR and Deliver Change (20%)

• Serve as a trusted technology partner to HR Talent Acquisition HR Shared Services product owners regional teams and control owners; translate needs into actionable supportable solutions.
• Prioritize break/fix service requests minor enhancements technical debt and lifecycle work using business value customer impact compliance risk effort and global reuse.
• Lead solution review testing strategy business acceptance release planning change approvals deployment communications training readiness and post-production stabilization.
• Coordinate SaaS releases Oracle updates ServiceNow upgrades middleware changes and enterprise dependencies while preserving global design standards and minimizing operational risk.

Govern Integrations Data Protection Controls and Resilience (10%)

• Oversee end-to-end interface monitoring and reconciliation across APIs middleware scheduled jobs and managed file transfers; ensure clear ownership and rapid recovery from failures.
• Protect employee and candidate information through least-privilege access segregation of duties secure data handling retention audit evidence and partnership with Cybersecurity Privacy and Control Owners.
• Ensure compliance with change release access SDLC audit business-continuity and disaster-recovery requirements; remediate control gaps and operational risks promptly.

Drive Strategy Continuous Improvement and Value (10%)

• Maintain an operational roadmap covering platform lifecycle resilience automation self-service observability technical debt integration simplification and service-experience improvements.
• Use trend analysis Lean/continuous-improvement methods automation and knowledge-centered support to improve stability speed quality and cost efficiency.
• Contribute to vendor budget capacity and workforce planning; identify risks options and investment needs and present clear recommendations to senior leaders.
• Evaluate emerging capabilities including AI-enabled support and HR service automation with appropriate governance privacy security and measurable business outcomes.

Technical and Platform Experience

• Progressive experience leading production support and application maintenance for global enterprise HR technology.
• Working knowledge of Oracle EBS HR applications: configuration security reporting batch processing interfaces and troubleshooting.
• Experience supporting SAP SuccessFactors Talent Acquisition across recruiting candidate requisition offer onboarding and reporting processes.
• Experience overseeing ServiceNow HRSD case management knowledge self-service workflows security roles and sensitive HR data.
• Understanding of APIs middleware batch jobs MFT/SFTP identity services interface monitoring logs reconciliation SDLC testing SaaS releases security privacy and resilience.
• Bachelors degree or equivalent experience
• Minimum Years of Experience: 7

Service Management Functional and Leadership Skills

• Deep knowledge of ITIL incident problem change release request knowledge service level supplier and continual improvement practices.
• Understanding of hire-to-retire and recruit-to-hire processes with a strong customer-service mindset and empathetic communication.
• Ability to lead vendor-managed services through priorities SLAs quality escalations capacity knowledge transfer and improvement.
• Strong analytical problem-solving facilitation and executive communication skills; able to manage multiple priorities independently.
• Experience with privacy access audit/SOX controls resilience operational risk vendor commitments and cost efficiency.