Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What's the opportunity?
Enterprise Systems at Intercom is the organization that enables us to operate to the standards of a high-performing, high-growth, scalable company.
Intercom is seeking an experienced, curious and motivated Sr People Systems Analyst to join our growing Enterprise Systems team. As a Sr People Systems Analyst, you will be responsible for managing and maintaining our HRIS platform, ensuring its optimal performance, and leveraging its capabilities to streamline HR processes. This role will involve collaborating with various stakeholders, providing technical support, and implementing system enhancements to meet the organization's evolving HR needs. The Sr People Systems Analyst will play a pivotal role in enhancing HR data accuracy, security, and reporting capabilities. You will report to the Manager of People Systems..
What will I be doing?
HRIS Management:
- Administer and maintain the HRIS platform (Workday), ensuring data integrity, system reliability, and smooth functionality. Serve as technical lead for Workday Core HCM, Payroll, Benefits, Compensation, Absence, Time Tracking, Security, Reporting and Dashboards.
- Manage user access and permissions to ensure data security and privacy compliance.
- Demonstrates understanding with system architectures, process flows, and integrations involving various applications.
- Partner with cross functional teams to gather requirements, design, test, and implement solutions for the business.
Process Improvement:
- Identify opportunities to streamline HR processes using the HRIS platform, reducing manual efforts and enhancing overall efficiency.
- Work closely with HR stakeholders to understand process pain points and recommend system-driven solutions.
System Configuration and Integration:
- Collaborate with partner teams (People and IT teams) to configure and optimize HRIS modules, workflows, and data fields to align with business requirements.
- Integrate the HRIS platform with other business systems, such as payroll, ATS, Okta, to create seamless data flows.
Reporting:
- Develop and maintain custom reports, dashboards, and data visualizations to provide insightful HR metrics and analytics to stakeholders.
Compliance and Data Security:
- Ensure HRIS compliance with relevant data protection and privacy regulations (e.g., GDPR, CCPA).
- Monitor and audit HR data regularly to maintain data accuracy and integrity, implementing necessary corrections as needed.
Training and Support:
- Provide training and support to HR staff and end-users on HRIS functionalities and best practices.
- Act as a subject matter expert on HRIS-related inquiries and troubleshoot any technical issues that arise.
System Upgrades and Implementations:
- Support HRIS system upgrades, work with vendors and internal teams to plan and execute the upgrade process smoothly.
- Support the implementation of new HRIS modules or features, ensuring successful adoption and utilization by stakeholders.
What skills do I need?
- Proven experience (typically 5+ years) on HR systems, with a focus on HRIS management and optimization.
- Strong understanding of HR processes and workflows, with the ability to translate business requirements into HRIS solutions.
- Strong proficiency with Workday and experience with related people systems (Greenhouse, Lattice, People Insights, etc).
- Excellent analytical and problem-solving skills, with a keen eye for data accuracy and attention to detail.
- Solid knowledge of data privacy laws and regulations, with a commitment to maintaining data security and compliance.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Project management skills, capable of handling multiple initiatives and meeting deadlines in a fast-paced environment.
As a Sr People Systems Analyst, you will play a pivotal role in leveraging technology to enhance HR processes, empower data-driven decision-making, and drive overall HR efficiency. If you possess a passion for HR technology and are eager to contribute to a forward-thinking organization, we encourage you to apply and be a part of our team.
Benefits
We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for employees, friends, and family
The base salary range for candidates within the San Francisco Bay Area is $153,000 - $195,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
**Policies **
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.