HR Service Center Analyst

Job Summary

This HR Service Center Representative is a key component of the company’s HR Service Center (HRSC) infrastructure for HR business processes and systems. They are responsible for performing administrative and data/records management activities in support of Business & HR objectives as well as HR Technology & Process. The primary role of this position will be accurately tracking Leave of Absences in SAP, Employee Central, and DayForce. This will require strong communication and partnerships with our 3rd Party vendor and other internal departments, interpreting complex reports and improving internal processes.  In addition, they will provide front-line customer service to all of HRSC’s stakeholders. They will also be responsible for problem-solving and ticket resolution. They will be responsible for process and system administration and sustainment.

Job Responsibilities

Workforce Administration:

• Performs timely data entry into various systems, ensuring it is accurate, complete, and meets deadlines, as well as established Service Level Agreements (SLAs)
• Consistently completes tasks on time and without error
• Assists with development & maintenance of user documentation 
• Provides support for customers via issue ticketing platform, intake management process, email, and/or phone within service level agreement standards
• Provides follow-up and status updates through resolution
• Checks work quality before delivery and asks relevant questions to meet quality standards
• Learns new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action

Customer Support/Service:

• Directs customers to additional resources, including documented information, reference materials, and self-service tools
• Collects information, asks clarifying questions, and applies critical thinking skills to understand needs and expectations for issue resolution
• Research & escalate issues as needed to provide timely resolution 
• Ensures strict confidentiality of all work and information
• Applies knowledge of standards, established processes, and procedures as applicable
• Clearly, effectively, and respectfully communicates to employees &/or customers
• Anticipates customers’ needs and removes barriers that hinder providing excellent service
• Seeks to understand priorities, working styles and develops relationships with stakeholders

Skills:

• Applies a Customer First Mindset
• Collaborates with stakeholders and team members
• Detail-oriented with strong organizational and time management skills
• Able to quickly shift priorities and refocus efforts as needed.
• Positive, can-do attitude
• Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service as well as continuous improvement
• Continuously improves own skills by identifying development opportunities
• Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them
• Embraces change by keeping an open mind to changing plans and incorporates change instructions into own area of work.
• Shows eagerness to learn new knowledge, technologies, tools, or systems and displays willingness to go above and beyond.

Education Requirements

Education Specifications

• Degree in Human Resources, Business Administration or related.

Experience Requirements

Required:

• Typically requires a minimum of 3 years of related experience. 
• Typically requires (1) year of experience with human resources systems and extensive knowledge of spreadsheet, database, and office software program
• Demonstrated competency in the use of spreadsheets. Intermediate Excel skills, including pivot tables and data manipulation. 
• System experience with SAP ECC, & SuccessFactors preferred
• DayForce-TimeKeeping & Payroll nice to have

Preferred Experience:

• Administrating Leave of Absence in partnership with a third-party administrator
• Maintaining and updating leave of absence records and documentation, ensuring accuracy and compliance with legal requirements.
• Demonstrated experience working effectively within a matrix organizational structure, with the ability to manage projects and relationships across multiple departments and reporting lines.