Primary Directive:

Responsible for providing inquiry and transaction support to employees, managers, HR Business Partners and HR professionals.  In a lesser extent, respond to inquiries from vendors, Centers of Expertise members, retirees and employee’s relatives.

The WFA HR Ops Analyst main tasks/ responsibilities include, but are not limited to:

• Responsible for providing Tier 1 assistance on HR-related inquiries to Johnson Controls employees across the Enterprise, including inquiry resolution and transaction processing.  Tier 1 may be assigned to one or more functional areas as part of their responsibilities and perform a variety of activities both front and backstage (first point of contact or transactional support).

  • Inquiry phone support for:

    • HR transactions

    • Employee, Job and Data changes

    • Compensation Changes

    • Requisitions

• General HR questions when employees are looking for policies and procedures.

• Navigation support for Workday and Portal.

• Escalation of security access to Portal to HR Technology Enablement (HR Atlas portal team).

• Replicon system support for vacation balance update and cancellation of days off not taken (only USA).

• Assistance to Managers and HR in running standard reports, includes running and sharing National IDs report for HRBPs.

• Routing of calls to appropriate support owner when service is not provided by HRSSC (The Work Number, Help Desk, etc.).

• Archiving EE Documents in ESS (i.e. Offer Letters, Resume, government forms, W4s, Direct deposit, old PAFs, Benefit enrollments, Benefits summary, PM Reviews, warnings, employee health records, license and certification verifications, etc.).

• Creation of Employment certification letters for HR to distribute (Mexico only).

• Assistance during salary planning period providing navigation support and escalating issues that require intervention from the HR Enablement team.

• Responsible for register the interaction with the caller and tracking the solution via the ticketing system Microsoft Dynamic CRM, when follow up or escalation to Tier 2 is required.

• Accomplish the Call Management Framework & KPIs for calls and cases.

• Provide support on simple data entry / data changes on employee records.

• Perform basic transactional processing activities to support Tier 2 area:

  • Requisitions creation and follow up to approvals.

  • Update and maintain employee data in the HRIT/HRIM/Functional or system of record

  • Maintain employee personnel files for current and former employees

  • Provide assistance on employment verification requests

Requirements:

-Bachelor Degree in HR, Finance, Business or related field required

-Desirable working experience in a HR Service Center or HR operations

-High English Proficiency (written and spoken), capable of delivering presentations and coordinating work teams in English. Other languages such as French, Portuguese are desirable.

-Excellent oral and written communication skills and interpersonal skills.

-Ability to work in multiple activities and systems successfully and simultaneously.

-Ability to understand and develop successfully partnerships with customers.

-High Customer Service orientation.

-Desirable experience in core HR operations processes.

-Desirable experience in Workday / Microsoft CRM Dynamics.

Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion