Angela Eicher
Summary
Results-driven Analyst specializing in Oracle HCM, Learning Management, and change management. Demonstrates a strong ability to optimize service delivery and mentor teams, leveraging data analysis to implement strategic solutions. Skilled in enhancing operational processes and building client relationships through effective communication and problem-solving. Committed to driving continuous improvement and operational excellence.
Overview
21
21
years of professional experience
1
1
Certification
Work History
HRFS Senior Analyst
Strada
Doral
07.2024 - Current
- Analyze data, identify trends, and develop solutions to help clients achieve their business goals.
- Support a major global hospitality company in learning and onboarding across Oracle and the Learning Management System, including complex integrations.
- Support change management processes, including identifying inefficiencies, implementing solutions, and improving operations processes.
- Mentored junior analysts on best practices and analytical methodologies.
- Maintain an updated knowledge base on trends and best practices.
- Drafted documents that outlined processes, procedures, and best practices.
- Developed training materials for end users.
- Identify the needs of customers promptly and efficiently.
HRFS Analyst/HRFS Senior Analyst
Alight Solutions
Chicago
04.2020 - 07.2024
- Analyze, troubleshoot, and modify processes and data to ensure efficient delivery of services to clients.
- Maintain a broad understanding of Alight's processing and product capabilities, and utilize that understanding to optimize the delivery of services.
- Mentors less-experienced team members and provide training to global team members during product transition.
- Collaborate with cross-functional teams to develop strategic recommendations for clients.
- Manage client relationships by addressing inquiries and providing timely support.
- Document processes and best practices to improve operational efficiency across teams.
HR Services Delivery Analyst
Aon Hewitt
Lincolnshire
10.2014 - 04.2020
- Perform support activities required to maintain a high level of availability and stability for one or more applications, including incident/problem analysis and resolution, change deployment and certification, application performance, application operations management, and development support.
- Managed data entry and documentation for delivery tracking systems.
- Developed reports on delivery performance metrics and service levels.
- Generated KPI reports to monitor service levels, identify trends and execute root cause analysis.
Service/Badge Coordinator
North American Video
Brick
07.2012 - 10.2014
- Create and maintain photo ID badges for Commonwealth employees, interns, contractors, press, and lobbyists performing assignments within the Capitol Complex.
- Monitoring incoming Criminal History Record Information Act (CHRIA) documents, recording badge numbers, and expiration dates.
- Receiving, tracking, and assigning all incoming service requests.
- Track open and completed requests, order parts and track orders, and advise customers of technician arrival and resolution.
- Manage day-to-day operations of the department including scheduling tasks and assigning duties.
- Monitor inventory levels and ordered additional supplies as needed.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
Client Management Lead/Case Management Analyst
Fidelity Investments
Raleigh
11.2004 - 04.2012
- Tier 2 issue support for multiple clients in a suite of Talent Management Products: Performance Management, Hiring Management, Learning Management, and Talent Planning tools for SumTotal, Saba, Taleo, and Fidelity Legacy systems.
- Conduct data analysis, develop reports, and present findings to management.
- Deliver timely support by tracking issues and communicating resolutions to end users.
- Monitor performance metrics against established standards and benchmarks.
Education
Bachelor of Arts (BA) - English, Women’s Studies
Converse University
Spartanburg, SC01.1999
Skills
- Oracle HCM
- Agile
- Jira
- Confluence
- ServiceNow
- Learning Administration
- Visio
- Smartsheet
- Microsoft Office Suite
- CRM
- System Support
- Testing & Troubleshooting
- Documentation Creation & Maintenance
- Process mapping
- Root cause analysis
- Change management
- Data analysis
- Process documentation
- Client relationship management
- Oracle integrations
- Service delivery optimization
- Mentorship and training
- Effective communication
- Problem solving
- Attention to detail
- Team collaboration
- Trends identification
- Scenario planning
- Metric tracking
- Presentation building
- Process enhancement
- Data interpretation
- Analytical thinking
- Critical thinking
- Verbal and written communication
- Time management
- Information gathering
- Audit support
Certification
- SAP Learning Management
- Microsoft Complete
- Workday (In Process)
Hobbies and Interests
- Gardening
- Reading
- Travel
Projects Extracurricular
- Axonify Implementation - Project lead on creating SOPs, Job Aids, documentation, and training aids for transfer of Learning Management System from Oracle HCM Learning to Axonify LMS. Consult on major process transition such as Historical Imports.
- CLC Participation / Support - Communications Co-Lead; create newsletters, maintain distribution lists and meeting invitations, update SharePoint site, create presentations.
References
References available upon request.
Timeline
HRFS Senior Analyst
Strada
07.2024 - Current
HRFS Analyst/HRFS Senior Analyst
Alight Solutions
04.2020 - 07.2024
HR Services Delivery Analyst
Aon Hewitt
10.2014 - 04.2020
Service/Badge Coordinator
North American Video
07.2012 - 10.2014
Client Management Lead/Case Management Analyst
Fidelity Investments
11.2004 - 04.2012
Bachelor of Arts (BA) - English, Women’s Studies
Converse University
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