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Baxter Logo Baxter · Human Resources

Specialist HR Operations GBS

Costa Rica, Heredia Employment contract · Job Posted June 03, 2026
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Job Description

As a Specialist in HR Operations GBS, you will manage Service Now queue to meet the SLA’s and Audit Transactions to maintain quality SLA’s as well. The role will have a percentage of transactions to be processed by the SME to make sure they are up to date on the processes and SOPs for the tools. Work on queue management and have liaised with the HRBP’s and onshore partners. You will support several projects such as scope integrations, transitions, managing quality, and processing documentation.

Job Responsibility

  • Manage Service Now queue to meet the SLA’s and Audit Transactions to maintain quality SLA’s as well
  • Work on queue management and liaise with the HRBP’s and onshore partners
  • Support several projects such as scope integrations, transitions, managing quality, and processing documentation
  • Work as SME for the Pre-Payroll & HR Domain and complete understanding of WORKDAY (Employee Data Management) solving employee queries and complex cases
  • Provide world class customer service support to employees through phone, chat, email, and ticketing platforms
  • Manage end-to-end HR operations including onboarding, employee records management, confirmation, internal movements, exits, and offboarding
  • Ensure accuracy and timeliness of employee data in Workday
  • Own documentation, letters, contracts, amendments, and employment records
  • Act as the primary owner for Workday, data integrity, audits, and reporting
  • Support system enhancements, UAT, automation, and continuous improvement initiatives
  • Generate periodic HR reports and dashboards for leadership and compliance
  • Partner with Payroll, Finance, and external vendors to ensure timely and accurate payroll processing
  • Help team with decision making and process improvement ideas
  • Keep quality parameters and SLAs’ intact
  • Drive HR process standardization, simplification, and automation
  • Support creation and maintenance of Knowledge Articles, SOPs and employee’s handbooks

Requirements

  • Excellent Communication both written and verbal (English)
  • Hands-on experience of working on Workday (transaction, business processes, reporting) is mandatory
  • Strong Processes and System orientation. Proven track record of building processes and build compliances in the work, managing audits
  • Excellent Communication and Presentation skills
  • Willingness and ability to take initiatives, project work mindset
  • Analytical mindset with process improvement orientation. Automation skills are a plus
  • Project Management experience
  • Graduate in any discipline (MBA in HR is a plus)
  • 5–8 years of experience in HR Operations or Shared Services
  • Green Belt Six Sigma certification preferred
  • Must have worked in a similar role for 2 Years + for North Americas

Nice to have

  • MBA in HR
  • Green Belt Six Sigma certification
  • Automation skills
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