Senior People Technology Analyst Location: Costa Rica Office – Hybrid (min 3 days in the office) Reports To: Director, People Technology Operations Level: IC3 Role Overview As a Senior People Technology Analyst, you will play a key role in shaping, supporting, and optimizing intelligent, connected, and experience-led HR technology solutions that enable our employees and People team to do their best work. This role is centered on three clear priorities: owning and optimizing core People Technology platforms; translating People Operations needs into scalable workflows and practical system solutions; and improving adoption, data quality, controls, and employee experience. You will bring a strong systems mindset and hands-on technical capability across platforms such as own Cornerstone Learning, Core, Recruiting, ServiceNow[ND1.1], Salesforce, and other workflow-enabled solutions, using integrations, reporting, automation, and AI as enabling capabilities to deliver secure, compliant, data-driven, and future-ready outcomes.[MN2.1] You will act as a trusted partner to the People team, translating business needs and operational requirements into effective system solutions while championing adoption, simplicity, data integrity, system security, compliance, and continuous improvement. This role reports to the Director, People Technology Operations and works closely with global People Operations, Shared Services, IT, and cross-functional partners across the organization. What you’ll do[ND3.1] • Provide day-to-day functional and technical support for people technology platforms, ensuring reliable, high-quality user experiences for employees, People Operations, and the wider People team. • Administer, maintain, and continuously improve people technology solutions, with a focus on data integrity, system security, compliance, operational effectiveness, and scalable configuration. • Troubleshoot issues, conduct testing, and support system enhancements with a focus on root cause resolution and continuous improvement. • Drive system adoption and optimization by improving usability, simplifying processes, and promoting best practices. • Support change initiatives, including new system implementations, enhancements, and process improvements, with a strong focus on user experience and adoption. • Deliver training, documentation, and communications to increase system understanding and effective usage. • Partner with stakeholders to understand business needs, HR operational processes, and service delivery requirements, then translate them into scalable, sustainable system and process solutions. • Support HR service delivery workflows, including case management, approvals, knowledge base content, audit processes, and workflow automation, ensuring alignment between system design and operational delivery. • Identify opportunities to improve efficiency through automation, streamlined workflows, and better use of data. • Contribute to cross-functional projects that enhance people processes and organizational effectiveness. • Support reporting and data insights that enable better decision-making and measurable business impact. • Partner closely with Product as Customer Zero, using our own technology to support day-to-day operations, provide structured feedback, and influence product improvements that enhance usability, scalability, and employee experience. • Maintain deep expertise in Cornerstone solutions, including Learning Management, Core, Recruiting, relevant platform certifications, release management, roadmap awareness, and best practice adoption. What you bring[MN4.1] Required • 4-6 years’ of relevant experience in people technology, HR systems, HRIS, learning technology, or HR operations. • Working knowledge of system security, role-based access, data privacy, audit controls, and compliance considerations within HR technology environments. • Strong systems mindset, including an understanding of workflows, data structures, integrations, security, testing, root cause analysis, and the downstream impact of configuration decisions. • Ability to translate business requirements and HR operational needs into practical, scalable, and well-governed technology solutions. • Working knowledge of HR operations, shared services, employee lifecycle processes, and service delivery practices, with the ability to connect operational requirements to effective system design. • Excellent verbal and written communication skills in English, with the ability to train, influence, and support diverse audiences. • Strong attention to detail and commitment to data accuracy, confidentiality, and integrity. • Proven ability to manage multiple priorities in a fast-paced environment while maintaining quality. • Strong collaboration and interpersonal skills, with a global and cross-cultural mindset. • Self-starter who takes ownership and delivers outcomes with minimal direction. Preferred • Practical experience with ServiceNow HR Service Delivery, including case management, workflow automation, and knowledge base processes, is highly valued. • Salesforce experience is desirable, particularly where it supports employee services, workflow, case management, reporting, or integrated people technology processes. • Exposure to absence management solutions, including configuration, reporting, integrations, and operational support, would be beneficial. • Experience working with API integrations, system interfaces, data flows, vendor integrations, or integration troubleshooting is highly desired. • Interest in, or practical experience with, AI, automation, and intelligent employee experiences is desirable, particularly where these capabilities can be applied responsibly within People Technology.