HR Shared Service Support Level 4

Job Description:
Provides human resources consultation and case resolution for HR Shared Service Center cases. Serves as main point of contact when employees and managers contact the HRSC resolving a multitude of inquiries and routing specialty requests to Tier II Specialists, HRBP/HRG or COE. Advises employees and managers with questions regarding Human Resources policies, processes and in navigating through tools such as Workday and/or other HR System in HR related processes Supports managers on general and/or specific inquiries about Workday and coaches them on detailed steps to a transaction or specific actions that are required to fulfill a transaction. Provides data entry support when employees are unable to complete activities through the self-service portal. Fulfills employment verification and document management requests. Responsible for high customer service levels and inquiries and overall tickets through Workday Help.

Receives, routes, resolves, and properly closes all RA HR inquiries within their specialty or assignment in an accurate and timely manner. Specialist areas could include, but are not limited to: hiring and onboarding, employee data changes, leave of absence administration, accommodation requests, employee separations, global mobility transactions, and local benefit or payroll support.

Handles escalated requests and provides a proper solution by analyzing the problem, the impact on the customer and on any appropriate actions.

Collaborates with appropriate HRSC leadership/staff, COE, HRBP or third parties to resolve complex inquiries or transactions.

Accurately enters data into appropriate systems and tools.

Uses Workday Help tool to accurately capture, track, and follow-up on inquiries; entries used to monitor KPI trends, track performance, provide feedback, and improve quality.

Participates in system testing and identification of system and user-interface issues; provides feedback to HRSC leadership.

Performs daily review of open case cues to ensure inquiries/requests are being assigned, resolved, and closed properly and in a timely manner.

Identify opportunities to extend best practices to the rest of the HRSC team.

Educate employees and managers on HR resources available to them and encourage the use self-service tools

Maintain employee documentation (personnel file creation, retention, and deletion) .

Basic Qualifications:

Bachelor's degree

Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
Preferred Qualifications:

Bachelor's degree in Business Administration, Human Resources or related field.

Two years of shared service center or HR representative experience in HR Operations and/or Global Employee Relations.

Experience handling highly confidential and sensitive information.

Interacts daily with peers and customers and builds stable working relationships internally

Experience with HRIS systems.

Proficiency Microsoft Office suite.

Analytical ability

Workday Human Capital Management experience

Ability to work with complex processes and systems

Adapting to ambiguous situations

Ability to work with customer under stress or with complex situations

Skills:
Keywords:
Education:
Skills and Experience:
Required Skills:
SERVICE CENTER
CUSTOMER SERVICE
HRIS.

Additional Skills:
SYSTEM TESTING
MICROSOFT OFFICE
WORKDAY
DATA ENTRY
AD HOC ANALYSIS
LEAVE OF ABSENCE
CUSTOMER SERVICE ORIENTED
HUMAN RESOURCES
DOCUMENT MANAGEMENT

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.