Lyric HCM Client Support 171530

Key Responsibilities

Technical Support & Issue Resolution

• Provide Tier 2 support across Lyric HCM modules including:
  • Core HR
  • Payroll Processing
  • Time & Attendance (eTime)
  • Talent Management
  • Compliance & Regulatory Functions
  • Employee Data & HR Operations
• Investigate and resolve complex application, configuration, integration, and processing issues impacting client operations.
• Analyze system logs, database records, API transactions, and application traces to identify root causes.
• Troubleshoot issues involving APIs, integrations, middleware, microservices, and modern MFE-based architectures.
• Leverage AI-enabled support tools and automation platforms to accelerate diagnostics, triage, and resolution activities.

• Maintain working knowledge of AI agents and how they are leveraged within the support and development lifecycle.
• Ability to validate whether AI agent-driven automations (e.g., automated triage, suggested resolutions, chatbot interactions) are functioning correctly and escalate when AI-generated guidance is inaccurate.

Critical Incident Management

• Lead technical triage activities for high-severity incidents impacting business-critical client operations.
• Collaborate with internal teams (Engineering, Product, Service and Implementations) to drive immediate resolution.
• Act as a central point of communication during critical incidents to minimize business disruption.

• Drive adherence to ITIL Incident, Major Incident, Escalation, and Problem Management practices.
• Facilitate and drive Critical Situation Rooms (CSRs), technical war rooms, and bridge calls involving clients and internal partners.

Defect Identification & Development Collaboration

• Identify potential product defects and system bugs during troubleshooting activities.
• Create detailed development tickets that include:
  • Clear reproduction steps
  • Business impact assessment
  • Relevant logs and diagnostic data
  • Technical analysis and findings
• Work closely with developers throughout the remediation process, providing additional context and clarification as needed.
• Validate fixes after deployment to confirm the issue is fully resolved and meets client expectations.
• Provide feedback to Product/Engineering on recurring release-related defects to help prioritize modernization roadmap items.

Knowledge Sharing & Documentation

• Create high-quality engineering tickets containing:
  • Reproducible steps
  • Technical analysis
  • Business impact assessment
  • Logs and diagnostics
  • Recommended remediation paths
• Develop and maintain runbooks, troubleshooting guides, knowledge articles, and operational procedures.

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