Sr. Analyst - HR Shared Services

Shift Work Schedule

• Work 5 days per week on a monthly rotational shift schedule.
• Monthly rotational shift. Must be willing and flexible to work (7:30 am to 11:30 pm)

Employee Support Query Resolution

• Address and resolve employee queries related to HR policies, processes, and procedures through calls, emails, and ticketing systems.
• Provide accurate, timely, and consistent resolutions while maintaining a high level of customer service.
• Utilize the HR knowledge base to ensure standardized and accurate responses.

Case Management

• Record, track, and manage employee inquiries and requests using case management tools.
• Maintain accurate case documentation, communicate resolutions, and ensure timely closure.
• Take end-to-end ownership of assigned cases until resolution.

HR Transactions Systems

• Perform accurate and timely data entry, updates, and corrections for HR transactions.
• Research, navigate, and troubleshoot HR processes across multiple HR applications and systems.
• Prepare and issue HR-related documents based on employee and business requirements.

Stakeholder Coordination Escalation

• Coordinate with Subject Matter Experts (SMEs), Centers of Excellence (COEs), Regional HR (RHR), and Business Unit HR (BU HR) to resolve employee requests.
• Escalate complex or specialized cases to the appropriate teams when additional functional expertise is required.
• Ensure effective communication and timely follow-up with relevant stakeholders.

Performance Service Delivery

• Achieve established service, productivity, accuracy, and quality objectives.
• Ensure all employee requests are handled in accordance with defined SLAs and service standards.

Knowledge Management

• Update and maintain FAQs, knowledge base articles, process documentation, solutions, and troubleshooting guides.
• Ensure HR support documentation remains accurate, relevant, and up to date.

Process Improvement Projects

• Participate in continuous process improvement initiatives to enhance operational efficiency and employee experience.
• Identify opportunities to improve existing HR processes and service delivery.
• Support and participate in key departmental projects and initiatives as assigned

• HR Records Management: Maintain accurate employee data and ensure timely updates in HR systems.
• Employee Experience Coordination: Act as the first point of contact and coordinate with relevant HR teams for smooth, confidential, and employee-friendly resolution