HR Hypercare Analyst

Our client, a large Pacific Northwest-based natural resources and real estate company, is looking for a Hypercare Analyst . This contract role supports the stabilization, adoption, and continuous improvement of HR systems and processes following a major HR technology implementation, serving as a bridge between HR operations, IT, vendors, and business stakeholders.

Location: Seattle, WA – Hybrid

Duration: 3-4 months

Compensation: $40-50 per hour

Additional Compensation: This position is not eligible for bonus or incentive compensation.

Benefits: Benefits available to eligible employees or consultants may include medical, dental, and vision insurance, paid sick leave, retirement savings plans, and other employer sponsored programs.

*US citizens and those authorized to work in the US are encouraged to apply.*

*Work sponsorship is not currently available.*

Summary:

The Hypercare Analyst will play a central role in ensuring a smooth post-implementation transition period for a large-scale HR systems transformation. The ideal candidate brings a blend of HR operations expertise and project coordination skills, using both to monitor and resolve issues, support knowledge content, analyze operational data, and drive process improvements. This role requires strong communication and organizational abilities, a systems-thinking mindset, and a genuine commitment to delivering an exceptional employee experience during a critical stabilization period.

Key Responsibilities:

• Serve as a primary resource for hypercare activities, coordinating issue identification, triage, tracking, escalation, and resolution across HR, IT, vendors, and business stakeholders.

• Monitor employee and manager support requests, identify recurring issues, and drive timely resolution while ensuring a positive customer experience.

• Support the maintenance of knowledge base content, job aids, FAQs, and support documentation, ensuring alignment between documented processes and operational practices.

• Analyze, troubleshoot, and coordinate system, workflow, and process issues in collaboration with HRIS, IT, vendors, and business process owners.

• Participate in user acceptance testing (UAT), regression testing, and validation of system enhancements, fixes, and releases.

• Coordinate and manage hypercare project activities, ensuring alignment across stakeholders, timelines, and dependencies.

• Develop and maintain project documentation, including project plans, action logs, risk registers, issue logs, and status reports.

• Facilitate project meetings and working sessions, including agenda development, meeting notes, action item tracking, and follow-up.

• Develop, maintain, and distribute dashboards and reports related to hypercare performance, issue trends, service center operations, KPIs, and SLAs.

• Analyze customer feedback, ticket volumes, and service trends to identify opportunities for improvement and provide actionable recommendations.

• Implement and support data quality controls, audit mechanisms, and process monitoring activities.

• Act as a central point of contact for hypercare-related communications, creating and maintaining status updates, executive summaries, and stakeholder-facing materials.

• Support change management, training, and communication activities to drive adoption and operational readiness.

• Capture lessons learned, document best practices, and assist in transitioning support processes into steady-state operations.

Qualifications:

• 4+ years of progressive experience in HR operations, HR systems, shared services, project coordination, business operations, process improvement, or related disciplines.

• Experience supporting HR technology implementations, post-go-live stabilization, hypercare activities, or large-scale business transformation initiatives.

• Strong proficiency with HR systems and platforms, including Core HCM, Workforce Management, Talent Management, Benefits Administration, Applicant Tracking Systems, and case or knowledge management solutions; UKG experience strongly preferred.

• Demonstrated experience troubleshooting system and process issues, managing workflows, and supporting cross-functional operational initiatives.

• Experience coordinating project plans, schedules, risks, issues, action items, and stakeholder communications.

• Strong proficiency with project management tools such as Smartsheet, Microsoft Project, Jira, Azure DevOps, or similar platforms.

• Experience creating dashboards, analyzing operational data, and monitoring KPIs and SLAs.

• Strong organizational skills with the ability to manage multiple competing priorities in a fast-paced environment.

• Excellent written, verbal, facilitation, and presentation skills with the ability to communicate effectively with both technical and non-technical audiences.

• Experience maintaining highly confidential employee and organizational information with the highest degree of integrity.

• Demonstrated ability to create and maintain standard operating procedures, process documentation, training materials, and knowledge articles.

• Associate's or Bachelor's degree in Human Resources, Business Administration, Information Technology, Project Management, or a related field; or equivalent combination of education and experience.

Nice to Have:

• Quality assurance, testing, training, and change management experience.

• Experience supporting enterprise software implementations, HR transformations, or shared services environments.

• Familiarity with process mapping tools such as Visio, Lucidchart, or similar platforms.

• CAPM, SAFe, PMP, Lean, Six Sigma, or related certifications.

About Hansell Tierney:

Hansell Tierney is one of the premier staffing and recruiting companies in the Pacific Northwest. Launched in 2001, we are a woman-owned business that serves and staffs Northwest organizations by doing things the right way, not just the easiest way. Hansell Tierney partners with candidates and clients to match the best candidates with interesting local opportunities. We navigate every relationship with the highest level of discretion and service while holding ourselves accountable to our promises. Our business thrives on our deep understanding of the job market and our ability to skillfully tailor our recruitment process to meet our clients' unique needs.

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**This Organization Participates in E-Verify**

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

**Compensation and Benefits Disclosure**

The compensation range listed above represents the expected range for this position. Actual compensation may vary based on factors including experience, skills, internal equity, and geographic location.

Benefits available to eligible employees or consultants may include medical, dental, and vision insurance, paid sick leave, retirement savings plans, paid time off, and other employer-sponsored programs.