Human Resources Shared Services Specialist II - HR Shared Services

About the Role

The Human Resources Shared Services Specialist II performs all duties of the Specialist I role with added responsibilities in specialized HR support areas. This position serves as a subject matter expert for designated functions, including MYCL email management, Kudos program support, and knowledge base updates. The Specialist II trains junior team members, contributes to process improvement initiatives, and requires a high degree of professionalism, meticulous organization, and excellent attention to detail. Managing projects effectively and providing exceptional customer service in every encounter is essential. The role involves frequent engagement with key stakeholders and handling sensitive human resources data, necessitating a high level of confidentiality, tact, diplomacy, discretion, and sound judgment.

Responsibilities

• Provides accurate and efficient resolution of issues and inquiries through multiple channels (phone, email, Service Now) by following appropriate resolution/assessment methodology, utilizing knowledge management tools, educating customers on products and self-service tools, and determining the appropriate course of action or escalation for emerging issues.
• Provides initial contact and support for customers dealing with sensitive and confidential information relating to HR issues.
• Interacts with customers via telephone and chat to answer questions and aids in the completion of human resource transactions.
• Inputs, updates, and/or retrieves information from human resource or payroll systems.
• Documents all contacts and outcomes within the center’s case management software application.
• Routes calls to appropriate staff and/or office.
• Assists less experienced representatives, as necessary.
• Explains work instructions to others, adapting guidelines to the assignments as necessary.
• Trains lower-level Human Resources Customer Service Representatives.
• Performs related work as assigned.

Requirements

• High School Diploma required; Bachelor’s degree is preferred.
• 1-3 years of experience in Human Resources, Shared Services, or Payroll required.
• Ability to effectively and professionally communicate with all levels of the organization verbally and in writing.
• Excellent organizational skills and ability to manage multiple priorities effectively.
• Proficiency in Infor, ServiceNow, and Avaya.
• Critical thinking and problem-solving skills.

Schedule

5 Days - 8 Hours

Work Type: Full Time