The Role of Business Analysts in Optimizing HCM Systems: A Study of Post-Implementation Support Effectiveness

Abstract: This article investigates the effectiveness of Business Analysts (BAs) in the post-implementation phase of Human Capital Management (HCM) systems, aiming to develop a comprehensive framework for measuring BA performance and its impact on system optimization and user satisfaction. Employing a mixed-methods approach, the article combines quantitative analysis of key performance indicators (KPIs) such as response time, issue resolution rate, and system performance metrics with qualitative insights from case studies and user surveys. The article examines 150 BAs across 25 organizations, revealing that BAs who effectively balance technical expertise with strong communication skills contribute significantly to sustained HCM system success. Findings indicate that proactive BA involvement in user training and continuous system improvement correlates with a 30% increase in user satisfaction and a 25% reduction in system-related issues. The article culminates in a novel effectiveness measurement framework and recommendations for enhancing BA performance in post-implementation support, offering valuable insights for organizations seeking to optimize their HCM systems and maximize the value of their BA roles.