Roby Rajan

• Primary support for ServiceNow HR.
• Manage all integrations related to benefits for US and Canada.
• Provide assistance to business partners to troubleshoot team member benefit issues.
• Work all errors on error reports generated due to incorrect inbound file processing.
• Advocate for business partners.
• Perform user-acceptance testing and obtain business partner approval.

Responsibilities

• Work collaboratively with HR business partners, HR centers of excellence (COEs), and enterprise systems to create solutions that address current and future needs.
• Acted as technical expert consultants to business partners.
• Provide primary support to escalations.
• Maintain and support HR applications and systems (compensation, performance management, and personnel administration).
• Documented HR and business requirements and evaluated HR technology solutions.
• Maintain and update HR master data and team member data for large projects and significant system changes.
• Coordinates and contributes to the testing and implementation of system changes and implementation of new functionality.
• Document standard processes and procedures; create and deploy user documentation and guides for HR resources, leaders, and team members.
• Train HR users on HR technology.
• Identify areas for improvement in HR or related systems and processes; continually evaluate new system functionality/trends to support long term human resources business goals.
• Manage and provide day to day support for outsourced solutions with third party vendors.
• Resolve tickets sent to the HRIS team via ServiceNow and SAP EIC.

Accomplishments

• Developed a solution for DC HR Managers to record employee relations issues. This resulted in HR managers at the DC to have one central point to log employee relations issues instead of keeping multiple spreadsheets, which would case missing data or incorrect storage of data.
• Created a new solution for the Team Member Experience Team to track cases of Covid-19 impacting team members.
• Designed and created solution to track Covid-19 vaccination status for team members in both DC and Non-DC Locations.
• Created new Short-Term Incentive Form for the SuccessFactors (GTES) module for managers to use during annual compensation review. The new form gave managers the ability to recommend a short-term incentive amount to qualified team members.

Responsibilities

• Responsible for establishing accurate data records on the front end of each customer engagement and for maintaining the integrity of information passed through the network on an ongoing basis.
• Accountable for ensuring all information is complete and accurate so that the post implementation experience for our customers exceeds their expectations.
• Played a lead role in system testing, writing work instructions, automating processes, generating reports and key metrics.
• Thoroughly understands systems and cause/effects scenarios.
• Actively supports and leads new project and service development.
• Interacted and built relationships with cross functional business partners.
• Responsible for ensuring that all secure machine assets coming to Grainger are recorded in Tririga asset management.
• Responsible for disengaging secure machines from sites and responsible for machine replacement process.
• Assisted technical teams with user acceptance testing for new software functionalities.
• Designed, developed, and maintains required documentation and assists in transfer of business and technology knowledge.

Accomplishments

• Created SQL statements and .rul files for team to use for daily tasks which resulted in over 50% time savings for the analysts.
• Became team lead and led projects for system testing and work instruction creation resulting in smooth transition to assignment transfers and moves to production.

• Provided over 70% first-call resolution while keeping the customer informed of any escalation procedures needed.
• Provide first-level support for all SAP related issues.
• Provide first level support for KeepStock support: Support for Inventory Solutions, KeepStock Mobile and KeepStock Secure.
• Established great rapport with end-users through active listening and understanding end-user needs. Empathized with user's difficulties and assisted in providing accurate and prompt resolutions.

• Attained 75% first-call resolution on 35 daily internal/external calls while minimizing call escalations to 21%. Researched solutions as first technical point of contact with callers ranging up to C-level and resolved hardware, software, connectivity, mainframe, and telephony issues. Logged all issues in Remedy and Siebel's ERM tracking system.
• Gained repeat customers and maximal customer satisfaction by listening closely to end user needs, empathizing with user frustrations, ensuring accurate diagnosis, and completing detailed follow-through.

• Enabled 93% adherence with client Service-Level Agreements - higher than the client's internal system - by leveraging project management strengths to integrate documentation, training, client interface, and support for multiple concurrent services. Attained critical response time within 1 hour with resolution within 2 as the only U.S. staffer to do so. Provided 24/7/265 client support.
• Strengthened helpdesk and 2nd/3rd tier support by devising support flows/processes and authoring troubleshooting/escalation documentation. Trained peers to handle client support issues, managed project relationships, and served as internal Subject Matter Expert on client application.
• Streamlined new product implementations by teaming on training, application rehost process development/support, and internal/external process redesign requests.

• Improved customer technical experience by orchestrating technical support for corporate client applications with 24/7/365 availability. Liaised with client on technical issues; recognized Subject Matter Expert on client application department-wide.
• Ensured on-time product delivery by collaborating throughout the software development lifecycle including training, technical support, and account maintenance. Trained peers on client support issues, authored process documentation, teamed on help desk calls, and managed employee relationships within the project.

• Resolved associate/client hardware, software, connectivity, mainframe, and telephony issues as first technical point of contact. Researched solutions, scheduled print priorities, and escalated issues as appropriate. Result: Resolved 75% of client issues without escalation.