HRIS Customer Success Engagement Solutions Analyst I

Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a Customer Success, Engagement Solutions Analyst I to join our team. This is an onsite role based out of either our Houston, TX or Maitland, FL office. 

 

ABOUT MITSUBISHI HEAVY INDUSTRIES AMERICA, INC. (MHIA):

For over 130 years Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services are tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense and space systems sectors.

 

Our culture embraces diversity and cooperation, and we promote a healthy balance of professional and personal development, ensuring that your ideas and expertise are valued and respected.

 

SCOPE

The Customer Success – Engagement Solutions Analyst I is a client facing role responsible for Tier 1 and Tier 2 support and intake of inquiries, issues, and requests related to multiple HRIS platforms and related technology. This role acts as the first line of support, offering solutions for basic to moderately complex system issues while ensuring a positive customer experience. The Engagement Solutions Analyst I bridges the gap between general business needs and technical capabilities by translating user feedback into actionable input for the technical team. 

 

The ideal candidate will be a proactive, client-focused problem solver with hands-on experience supporting HRIS platforms.

 

JOB RESPONSIBILITIES

• Provide timely and accurate solutions for general client inquiries by promptly troubleshooting and engaging with other team members, as needed, to ensure all client case tickets are resolved
• Serve as the primary point of contact for Tier 1 and Tier 2 support for HRIS related issues, including user access, platform navigation, and transactional issues
• Triage and route more complex or specialized issues to Tier 3 or technical teams as appropriate, providing context and impact assessment
• Document user interactions, resolutions, and identified patterns to contribute to a general knowledge base
• Collaborate with HR business partners and HRIS peers to support system-driven process improvements
• Assist in system testing, validation, and rollout of updates or enhancements, particularly for changes that affect system end users
• Maintain awareness of HR processes to effectively support users and guide them through available tools
• Provide system training or user guidance for employees, HR staff, and managers, simplifying technical processes into business terminology
• Ensure adherence to data governance standards and escalate data integrity concerns as needed
• This list of responsibilities is not all-inclusive, and an employee may be required to perform other relevant duties as assigned

 

QUALIFICATIONS & SKILLS

• Education Requirement: Bachelor’s degree in human resources, Information Systems, Business Administration, or a related field or equivalent combination of education and experience
• Experience: Minimum of two (2) years of experience in HRIS, HR operations, or similar technology end-user support role
• Basic understanding of HRIS platforms such as UKG, Workday, Oracle, SAP SuccessFactors, ADP, etc.
• Ability to translate business requests into technical requirements and vice versa
• Experience supporting or training end users in a system or service enviornment

 

Preferred Qualifications:

• SuccessFactors experience preferred
• UKG Pro WFM experience a plus
• Familiarity with Japanese business culture is a plus
• Experience working in a global, matrixed organization is preferred

WORKING CONDITIONS:

• Travel %: 20%
• Standard Monday through Friday work week. Weekend/late night work if applicable
• Lifting/physical requirements: Regularly required to sit for long periods, stand, walk, talk, and/or hear. Frequently lift and/or move up to 10 pound