Description

• Serve as the first point of contact for HR inquiries, providing timely and accurate guidance across a wide range of HR programs, processes and systems.
• Respond and resolve requests received through Workday Help, phone, email, and in-person interactions; perform first‑level transactions, troubleshoot issues, and direct individuals to appropriate resources or guided learning.
• Document and manage cases within the Help Desk system, ensuring consistent, complete, and compliant case handling.
• Escalate complex or specialized inquiries to the appropriate Center of Excellence, ensuring clear handoff and timely resolution.
• Partner closely with HR Centers of Excellence to resolve inquiries and maintain smooth, end‑to‑end service delivery.
• Contribute to a collaborative team environment by sharing expertise and supporting team members.
• Deliver customer service that is accurate, timely, efficient, and aligned to established service level agreements (SLAs) and quality standards.
• Demonstrate empathy, professionalism, and accountability in all communications, ensuring a positive and consistent experience.
• Maintain broad knowledge of end‑to‑end HR processes and understand the rationale behind workflows and system design.
• Identify process gaps, inefficiencies, and risks; recommend improvements to enhance standardization, automation, and the overall employee experience.
• Draft, update, and maintain knowledge articles, job aids, guided learning resources that support employees, HR partners, and internal teams.
• Analyze inquiry trends to identify recurring issues, training needs, or resource gaps; recommend or develop proactive solutions.
• Additional duties as assigned.

Education & Experience

• Associate degree in Human Resources, Business Administration, or a related field; equivalent experience may be considered.
• Minimum of 2-3 years of experience in HR Shared Services, HR Operations, or a similar HR role supporting a broad range of HR processes
• Experience working with HRIS platforms; Workday experience preferred.
• Strong customer service background with a focus on timely, accurate and empathetic support.
• Bilingual abilities (e.g. Spanish) preferred.

Knowledge, Skills & Abilities

• Strong working knowledge of HR practices, programs, and end‑to‑end processes across the employee lifecycle.
• Proven ability to partner and collaborate effectively with employees, HR Business Partners, and Centers of Excellence to resolve inquiries and support service delivery.
• Demonstrated proficiency with HR technology and case management tools, with the ability to quickly learn new systems and provide user-friendly guidance.
• Excellent interpersonal skills with the ability to build rapport, exercise professionalism, and support individuals at all levels of the organization.
• Strong verbal and written communication skills, including the ability to simplify complex information with clarity and cultural sensitivity.
• Exceptional planning, coordination, and organizational abilities, with strong attention to detail and accuracy.
• Sound judgment, initiative, and adaptability, with the ability to perform effectively in a fast‑paced, continuously evolving environment.

Physical Requirements & Work Environment

• Primarily works in an office environment with extensive use of a computer and other standard office equipment.
• Must be able to sit or stand for extended periods while performing daily job functions.
• Minimal travel may be required based on business needs.