Human Resources Shared Services Specialist II - HR Shared Services

• Provides accurate and efficient resolution of issues and inquiries through multiple channels (phone, email, Service Now) by following appropriate resolution/assessment methodology (investigating and research), utilizing knowledge management tools, educating customers on products and self-service tools, and determining the appropriate course of action or escalation for emerging issues
• Provides initial contact and support for customers dealing with sensitive and confidential information relating to HR issues
• Interacts with customers via telephone and chat to answer questions and aids in the completion of human resource transactions
• Inputs, updates, and/or retrieves information from human resource or payroll systems
• Documents all contacts and outcomes within the center’s case management software application
• Routes calls to appropriate staff and/or office
• Assists less experienced representatives, as necessary
• Explains work instructions to others, adapting guidelines to the assignments as necessary
• Trains lower-level Human Resources Customer Service Representatives
• Performs related work as assigned

• High School Diploma required
• 1-3 years of experience in Human Resources, Shared Services, or Payroll required
• Ability to effectively and professionally communicate with all levels of the organization verbally and in writing
• Excellent organizational skills and ability to manage multiple priorities effectively
• Proficiency in Infor, ServiceNow, and Avaya
• Critical thinking and problem-solving skills

Bachelor’s degree is preferred