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Lead Analyst Employee Service Center

February 14, 2026

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at www.msgentertainment.com. Who are we hiring? The Lead Analyst Employee Service Center provides day-to-day leadership, escalation management, and operational oversight of Employee Service Center (ESC) activities, ensuring accurate, timely, and consistent delivery of HR services supported by Oracle HCM. This role serves as the primary point of coordination for daily execution, quality assurance, and issue resolution within the Employee Service Center. The Lead Analyst supports and guides Analysts, resolves complex employee and system issues, and ensures adherence to established processes and service standards. The Lead Analyst has a strong focus on operational execution, service quality, and Oracle HCM expertise, with limited formal people-management responsibilities. What will you do? <ul><li>Provide day-to-day leadership and coordination for the Employee Service Center, including work prioritization, workload distribution, and real-time issue resolution.</li><li>Serve as a subject-matter resource for the team, leveraging strong working knowledge of Oracle HCM and Employee Service Center workflows.</li><li>Ensure consistent and correct use of standard operating procedures, case management workflows, and system controls within Oracle HR Help Desk, identifying gaps and reinforcing adherence as needed.</li><li>Monitor service quality, case trends, and escalation patterns to ensure effective and compliant resolution of employee inquiries and HR transactions.</li><li>Assist in handling complex employee, system, or data escalations that cannot be resolved at the frontline level.</li><li>Monitor productivity, turnaround times, and error trends, particularly during critical activity periods such as payroll cycles, open enrollment, or system releases.</li><li>Review and monitor the quality and accuracy of HR transactions, case resolution, and data updates within Oracle HCM, ensuring compliance with established standards.</li><li>Support complex HR transaction processing and data maintenance within Oracle HCM, including Core HR and Oracle Time and Labor, ensuring accuracy and compliance.</li><li>Monitor data integrity trends and downstream impacts to Payroll, Benefits, Compliance, and reporting, identifying recurring risks or issues and escalating as needed.</li><li>Coordinate with Compensation, Benefits, Payroll, Human Resource Business Partners, and HR Technology to ensure alignment, readiness, and consistent execution of system updates and operational enhancements within Oracle HCM.</li><li>Oversee testing readiness and execution for system enhancements, configuration changes, and quarterly Oracle releases, ensuring issues are tracked, communicated, and resolved.</li><li>Analyze service center metrics and operational data; prepare reports and insights to support leadership decision-making.</li><li>Support onboarding, knowledge transfer, and consistency of service delivery across the Employee Service Center team.</li><li>Identify recurring errors, process gaps, or training needs and recommend corrective actions. </li></ul>What do you need to succeed? <ul><li>5+ years of experience in HR Operations, Employee Service Center, or HRIS roles.</li><li>Direct, hands-on experience using Oracle HCM is required.</li><li>Strong working knowledge of Oracle HCM Core HR and Oracle Time and Labor; experience with Oracle HR Help Desk preferred.</li><li>Experience supporting HR transaction processing, employee case management, and system testing.</li><li>Prior experience in a Lead, senior, or acting Lead capacity—providing day-to-day guidance, quality review, workflow coordination, or escalation support.</li><li>Strong analytical, problem-solving, and communication skills.</li><li>Detail-oriented with a focus on accuracy, consistency, and continuous improvement.</li><li>Experience working in a matrixed organization with multiple stakeholders.</li><li>This role mandates consistent attendance at the office during core business hours to ensure operational coverage and team connectivity. </li></ul>Pay Range $75,000—$110,000 USD At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here. We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...