HR Helpdesk Lead -(People Services Fusion)

People Services – HR Helpdesk Lead

Min 2-year fixed term programme role (potential for ongoing role)

Why Arup?

Arup is a unique organisation that is trust-owned for our employees, which means that our people are at the heart of everything we do. As a people-centric organisation, we are committed to creating an inclusive and supportive work environment where everyone can thrive and achieve their full potential. Our employees are empowered to make decisions and take ownership of their work, which fosters a culture of innovation and collaboration. At Arup, we value diversity and strive to create a workplace that reflects the communities we serve. As a result, we attract and retain some of the brightest and most talented professionals in the industry.

The Opportunity

As part of the Fusion programme, we are implementing Oracle Cloud HCM, including the Oracle HR Helpdesk module. We are seeking a design and implementation lead to own the development and deployment of the HR Helpdesk solution, enabling self-service, ticketing functionality, and knowledge content to support the new Global People Services operating model and service delivery approach.

HR Helpdesk can deliver personalised, intelligent and secure HR services and supports service requests (and in the future case management) that will support our new service model. Members will be able to access help via multiple channels and benefit from a robust knowledge base, secure data handling and intelligent routing of inquiries. This role is pivotal in shaping the member experience and ensuring the successful adoption of new ways of working across Arup.

To do this your key focus will be:

• Lead the design and deployment of HR Helpdesk as part of a broader transformation and Oracle implementation

• Develop a robust knowledge base and taxonomy.

• Work closely with the Service Design Lead to ensure Helpdesk supports the new Target Operating Model.

• Collaborate across stakeholders, acting as the central liaison between people SMEs, DTG, region teams, and implementation partners to ensure requirements are accurately captured, prioritised, and delivered within the programme roadmap.

• Manage relationships and engagement to ensure the right people are involved in working groups and workshops.

• Define governance models for Helpdesk operations and knowledge content lifecycle

Key Responsibilities

Design

• Understand the current pain points and define expected business outcomes that will inform the future design.

• Own the development of HR Helpdesk to support self-service, enable ticketing functionality, and develop knowledge content.

• Design and document ticket/case types, categories, subcategories, workflows, escalations.

• Build the knowledge article structure and taxonomy (e.g. by topic, policy, region etc) to support self-service.

• Define and implement a content governance model, including ownership, update cycles, version control and local requirements.

• Participate in workshops to discuss and agree how helpdesk should be designed for People Services at Arup, being a key voice in these discussions and owning assigned follow-up actions to conclude open design points.

• Become the SME for helpdesk and knowledge design, and act as an escalation point for design decisions from stakeholders and SME’s with the outcome being verification the agreed design and solution meets Arups's requirements

• Lead regional engagement on localisations but with absolute focus on standardisation of a global template.

• Work with Arup’s SI partner and Solution Lead to input to the programme’s Requirements Traceability Matrix (RTM)

• Identify opportunities for process optimisation and innovation post-implementation.

Change and Adoption

• Understand and input in to change impact assessments to provide clarity on what is changing, for who and to what degree. Understand where the impact will be the most and who will experience the impact most to support the change workstream.

• Support change management and training activities to ensure successful adoption of the Helpdesk and knowledge tools.

• Develop supporting documentation e.g. journey maps and training materials for people services users.

• During Hypercare, monitor how well processes and systems use are being followed by users, and identify anything not working well or needing to change for ongoing improvements.

Testing

• Work with Arup’s Test Manager to plan for a successful User Acceptance Test (UAT) phase, including consideration of test coverage, test data preparation and identifying testers for test planning

• Lead on testing end to end journeys from the service and member perspective.

• Support pilot and user testing to validate workflows and content

• Provide tester support in the broader programme.

Service Transition and Hypercare

• Support with the design of the BAU Support Model and Service Transition, defining governance models for helpdesk operations and knowledge content.

• Support hypercare to ensure successful service transition, providing training support where appropriate and measure adoption and satisfaction rates.

• Gives input to business readiness criteria for go-live and verifies readiness at cutover.

• Monitor performance metrics and identify opportunities for service enhancements.

Stakeholder Management and Communication

• Play a key role in cross-functional workshops and relevant forums to gather input, resolve conflicts, and drive consensus on global process standards.

• Manage relationships and engagement in People Services to ensure the right people and voices are involved in working groups and workshops

• Ensure that stakeholder feedback is incorporated into solution design while maintaining alignment with strategic objectives.

Skills & Experience

Qualifications, Knowledge & Experience

• Be an SME in content creation, knowledge management and understand people services function, especially managing queries and pain points for people services team and members.

• Understands the wider landscape of employee lifecycle processes at Arup.

• A clear understanding of what is critical in design decisions, and what is not just a “nice to have”.

• Commitment to become an expert in how Oracle HCM cloud will work is essential, existing Oracle HCM cloud knowledge or certification is a bonus.

• Experience working as part of fast moving, cross-functional teams.

• Experience / exposure in harmonising policy and/or content across areas while respecting local legislative requirements.

Skills & Attributes

• Familiarity with knowledge management systems and self-service enablement

• Committed and forthright in representing the business outcomes (considering the complexities and constraints of Cloud systems).

• Strong communication and negotiation skills to align diverse interests.

• Ability to remain positively motivated and foster team spirit during periods of higher-than-normal workload.

• Fosters team collaboration; embraces diversity and inclusion and actively seeks diverse perspectives.

• Self-aware, understands their role in a team and takes responsibility for own actions

 Not ready to apply just yet, or have a few questions? Contact Elisa.Luchmun@arup.com.  Please note, to ensure we remain GDPR compliant do not send your CV directly to us via this email.

What we offer you

At Arup, we care about each member’s success, so we can grow together.

Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.

We also provide Private medical insurance, Life assurance, Accident insurance and Income protection cover. In addition, you’ll have access to flexible benefits to help you look after all aspects of your wellbeing and give you the freedom and flexibility to find the best solutions for you, your family, and your individual needs.

Different people, shared values

Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence.

Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at www.arup.com/careers/your-life-at-arup.

We are committed to making our recruitment process and workplaces accessible to all candidates. Please contact Elisa.Luchmun@arup.com to let us know if you need any assistance or reasonable adjustments throughout your application or interview process, and/or to perform the essential functions of the role. We will do everything we can to support you.

Our Application Process

To understand what to expect next, please visit  https://www.arup.com/careers/recruitment-process/

Recruitment Agencies – We have a Preferred Supplier List of trusted partners to assist us when required and do not acknowledge any speculative CVs or unsolicited candidate introductions from agencies.

Closing Date:15th August

We may close the role earlier than the advertised date should we receive a large number of applications, so please ensure you apply early.