Job Description

Job Description:

Provides human resources consultation and case resolution for HR Shared Service Center cases. Serves as the 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.

Responsibilities:

• 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 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 promptly.
• 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 of self-service tools
• Maintain employee documentation (personnel file creation, retention, and deletion) .

Preferred Qualifications:

• Experience handling highly confidential and sensitive information.
• Interacts daily with peers and customers and builds stable working relationships internally
• Experience with HRIS systems.
• Proficient 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 customers under stress or with complex situations

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