Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

The HR Ops Shared Services Analyst is focused on delivery of the day-to-day HR related activities within the Colleague Services HR Shared Services Center from a Tier 2 level.  They ensure quality of service and operational performance by working within the detailed processes and working with appropriate metrics and dashboards. They will advance cases and partner with support functions such as Benefits, Payroll, Talent Acquisition, etc.  Main point of contact for all aspects of immigration processing including I-9s and reverifications.

Responsibilities:

Deliver first line and second line of support for HR inquiries across the spectrum of the employee lifecycle from new hires to employees leaving the business

Collaborate with HR Shared Service Center subject matter experts and field HR reps to resolve employee issues in a thorough and timely manner

Perform accurate filing and execution of transactions for general HR data processing in support of HR functions

Achieve stated performance measures and adhere to established customer service standards.  Perform special projects as requested

Responsible for the main case management functions but will also provide support for escalated cases and specialized cases

Effectively analyzes, evaluates and resolves complex issues escalated by HR Specialists and manages each case through quick and accurate resolution

Uses each engagement as a teachable moment for the HR Specialist and or inquiring colleague to be more informed

Collaborate with Equifax and Ogletree on immigration matters

Minimum Requirements/Qualifications:

Previous experience (2-3 years) in general human resources, shared services, or customer service preferred

Previous experience (1-3 years) in the Colleague Services HR Shared Services and has demonstrated advanced knowledge of the HR systems (Workday and Service Now), case handling procedures, overall HR policies and procedures, specific COE policies and procedures, and assisted with internal training

Experience working in a shared service center a plus

Ability to interpret and communicate HR policies, procedures, and programs

Ability to deliver exceptional customer care via telephone, chat, and email

Critical thinking, problem solving, and judgment skills

Service-oriented attitude and willingness to learn

Possess good listening skills and perseverance to work with all types of employees

Ability to maintain a positive attitude

Individual should be able to prioritize and organize high volume workload.

Non-Negotiable Hiring Criteria:
 

BA/BS or equivalent work experience directly attributable to human resources, customer service, or shared services

Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment

Proficient with Microsoft Office Suite including Word, Outlook, Excel, and PowerPoint, experience using a HRIS data base and reporting application. Experience with Workday and ServiceNow is a plus.