People Experience Guide

Employee Support & Case Management:

• Provide prompt and efficient support to employees regarding HR-related inquiries (benefits, payroll, policies, procedures) through the ServiceNow case management system.
• Offer real-time HR support via live chat, addressing employee questions and concerns with clarity and professionalism.
• Escalate complex issues to the Tier 2 team promptly while maintaining engagement and ensuring a positive employee experience.
• Document all escalated issues & resolutions to develop Tier 1 responses, minimizing future escalations and fostering continuous learning and growth.

Onboarding & Offboarding:

• Manage the pre-onboarding process, tracking progress and communicating clearly with new hires, IT partners & the on-shore US tier 1 team.
• Manage offboarding tickets, ensuring timely completion of all key tasks for a seamless employee transition and accurate data completion within our HCM system (WorkDay).
• Partner with the People Team, IT, and other departments to complete onboarding and offboarding tasks.

Data Management & Compliance:

• Maintain and audit employee personnel files, ensuring accuracy and compliance.
• Conduct monthly data audits using Excel/Workday, identifying discrepancies and reporting findings to the Tier 2 team for correction.
• LCA Postings as needed.

Customer Service & Collaboration:

• Provide exceptional customer service, demonstrating empathy and a solution-oriented approach.
• Collaborate effectively with cross-functional teams and Tier 2 to resolve employee issues, meticulously documenting solutions to minimize future escalations.
• Ability to act with integrity, professionalism, and confidentiality with sensitive data and conversations and effectively work with employees at all company levels.

Qualifications:

• 1-2 years experience in an HR support role, preferably in a shared services environment.
• Experience with Workday, Google Workspace, and ServiceNow is preferred.