Resolve inquiries through business tickets regarding HR programs, policies, processes, and systems using available internal resources such as instructions, FAQs, policies, and desktop procedures in WorkDay and ServiceNow.

Responsibilities

• Navigate customers (associates, managers, and HR business partners) on how to use operational systems (Workday/ServiceNow) and applicable processes to drive self‑service adoption.
• Resolve issues while maintaining a professional customer‑service attitude and anticipating customer needs; handle crucial conversations with customers not willing to adhere to agreed roles or who are unsatisfied with processes and services offered.
• Prioritize work according to agreed targets to achieve SLAs (meet agreed timelines), CSAT (high customer satisfaction rating and agreed service results), minimize customer escalations, and respond to all calls and chat.
• Collaborate with other team members in case resolution to meet performance metrics, including data‑quality and integration issues.
• Monitor case resolution and provide service users with status updates or possible work‑arounds until the issue is resolved.
• Maintain operational documents used to perform daily tasks, ensuring knowledge of processes, steps, and responsibilities is properly captured and documentation is updated in a timely manner.
• Understand end‑to‑end HR processes and communicate any gaps or areas for improvement.
• Identify the root cause of escalated services owned by junior analysts.
• Ensure the confidentiality, accuracy, and timely maintenance of associate inquiries and data in compliance with data‑privacy and GDPR requirements.

Qualifications

• Bachelor’s degree or equivalent, preferably in HR, communications, and/or business.
• One or more years of general HR experience; previous experience in shared services or call‑center environments is an advantage.
• Familiarity with HR processes and practices.
• Proficiency navigating various HR systems (e.g., Workday and ServiceNow) and delivering high‑quality customer service while managing a high volume of inquiries and services.
• Ability to follow standard procedures without variation.
• Demonstrated problem‑solving and conflict‑management skills, maintaining a positive and professional manner.
• Ability to prioritize multiple tasks in a fast‑paced environment with strong organization and time‑management skills.
• Ability to handle and maintain confidential and sensitive information.

Seniority level

Mid‑Senior level

Employment type

Contract

Job function

Human Resources

Industries

Staffing and Recruiting