HR Services Analyst - Chat Support

About the role

The HR Services Analyst is a service-focused individual contributor who delivers quality, timely answers to current and former associates about general HR inquiries throughout their employment journey. The role handles administrative tasks supporting service center processes, uses case management to track requests and the knowledge base for information, and may transfer or escalate unresolved inquiries. It acts as a subject matter expert and mentor for the global HR Services team on HR practices, training and regulations, and requires strict confidentiality.

Key responsibilities

• Serve as subject matter expert for HR inquiries through multiple case management channels, answering questions on payroll, policy, compliance and other HR topics
• Assist global HR Service partners with complicated or sensitive tasks, provide knowledge transfer and act as escalation point for portal navigation and HR/payroll policy issues
• Field specialized inquiries within the Global HR Services team per the service level agreement, seeking guidance or transferring complex or confidential cases
• Ensure information is complete, accurate and approved by leadership; perform intake, sorting, tracking and distribution of electronic documents
• Identify common problems and escalate them with improvement suggestions, and share associate feedback with leadership
• Respect confidentiality, assist with transactions according to policy and direction, and participate in audits to train peers and strengthen the knowledge base
• Help leadership define and improve HR procedures and monitor HR transaction workflows

Required profile

• 1-2 years of experience in customer service and/or human resources (HR preferred)
• Ability to handle many people at once, multitask, prioritize and stay flexible in a high-volume, fast-paced environment
• Deep knowledge of HR transactions and strict adherence to confidentiality

Required skills

• Strong computer skills
• Excellent verbal and written communication
• Preferred: case management tools such as ServiceNow, Workday, chat platforms and Microsoft Outlook