What you'll do:
The primary responsibility of this role is to ensure the smooth operation and maintenance of the Human Resource Management System (HRMS) along with other systems managed by the Workforce Administration team. As the initial point of contact for a globally distributed workforce, this position plays a crucial role in providing escalation support to HR users.
Key Responsibilities:
1. HRMS Maintenance: Regularly update and troubleshoot the HRMS to ensure it functions efficiently and meets the needs of the organization.
2. System Support: Manage and support additional systems utilized by the Workforce Admin team, ensuring they are integrated and operating seamlessly.
3. User Assistance: Serve as the first point of contact for HR-related inquiries from employees across various geographical locations, offering timely and effective support.
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4. Escalation Management: Handle complex issues that require escalation, providing advanced support to HR users and ensuring their concerns are resolved promptly.
Importance of the Role:
This position is crucial for maintaining the functionality and efficiency of HR systems, which are essential for managing various HR processes such as employee data, payroll, and talent management. By providing robust support and addressing escalated issues, the role ensures that HR operations run smoothly, contributing to the overall productivity and effectiveness of the organization. Additionally, the role's involvement in process improvement and training helps drive continuous enhancement of HR practices and user proficiency.
Essential Responsibilities:
Customer Support in HR Systems (90% of time):
• Provide escalated support to end users: Act as the primary contact for resolving complex issues that end users encounter, ensuring timely and effective solutions.
• Process Tier 2 data corrections and mass data uploads: Handle advanced data correction tasks and manage large-scale data uploads to maintain data integrity and accuracy.
• Review and monitor interface error reports: Regularly check error reports generated by system interfaces to identify and rectify issues, ensuring seamless data flow between systems.
• Manage a high volume of requests from global users via the case management system: Efficiently handle numerous support requests from employees worldwide, utilizing the case management system to track and resolve issues.
• Respond to "how-to" questions, special requests, issue research/resolution, and required activities related to HRMS, Payroll, Eaton University, Success Factor, E-star, and Talenthub: Provide detailed responses to user inquiries, conduct thorough research to resolve issues, and perform necessary activities across various HR systems.
• Coordinate with Centers of Excellence (COEs) and third parties for case resolution: Collaborate with specialized teams and external partners to ensure comprehensive resolution of complex cases.
Process Improvement (5% of time):
• Recommend process and customer service improvements to leadership: Analyze current processes and customer service practices and propose enhancements to improve efficiency and user satisfaction.
Training (5% of time):
• Train end users on new processes and functionalities: Educate employees on new system features and processes to ensure they can effectively utilize the tools available.
• Train new system users: Provide training to new employees on how to use HR systems, ensuring they are equipped with the necessary knowledge to perform their roles.
Basic Qualifications (Including Educational Requirements):
Basic Qualifications (Including Educational Requirements):
• Bachelor's degree: A foundational educational requirement that ensures the candidate has a broad understanding of relevant concepts and skills.
• 5 years of experience in HRIS, IT, or as an HR generalist or specialist: Extensive experience in Human Resource Information Systems (HRIS), Information Technology (IT), or HR roles, demonstrating a strong background in managing HR systems and processes.
• 1 year of experience in data analysis: Proficiency in analyzing data to identify trends, issues, and opportunities for improvement, ensuring accurate and insightful decision-making.
• 1 year of experience in process documentation: Ability to document processes clearly and comprehensively, which is essential for maintaining consistency and training purposes.
• 1 year of experience in systems training and documentation: Experience in training users on system functionalities and documenting procedures, ensuring users are well-equipped to utilize HR systems effectively.
• Experience interfacing with HR and IT professionals at all levels, as well as business customers: Strong interpersonal skills to collaborate with HR and IT teams, and communicate effectively with business customers, ensuring smooth interactions and support.
• Advanced proficiency in Excel operations: Expertise in using Excel for data manipulation, analysis, and reporting, which is crucial for managing HR data efficiently.
• Excellent interpersonal relationship-building and teamwork skills: Ability to build strong relationships and work collaboratively within a global team environment, fostering a positive and productive workplace.
• Demonstrated customer service skills: Proven ability to provide exceptional support and service to customers, ensuring their needs are met promptly and effectively.
• Excellent communication skills (oral and written): Ability to communicate clearly and effectively, both verbally and in writing, including providing detailed assistance to customers and team members, and documenting processes accurately.
• Ability to communicate customer issues/requirements to technical personnel and convey technical information to customers in an easily understandable manner: Skill in translating customer needs into technical requirements and explaining technical details in a user-friendly manner.
• Strong analytical skills for complex problem-solving and analysis of business processes and systems: Capability to analyze and solve complex problems and evaluate business processes and systems for improvements.
• Ability to coordinate and prioritize multiple, often complex tasks: Competence in managing and prioritizing various tasks to ensure effective recordkeeping, reporting, and compliance.
• Proactive in identifying problems and driving continuous improvement, with a focus on data integrity: Initiative in recognizing issues and implementing improvements, particularly in maintaining accurate and reliable data.
• Demonstrated ability to work under pressure and meet deadlines: Proven track record of performing effectively in high-pressure situations and adhering to deadlines.
• Language proficiency in regions where required to support the customer population: Ability to communicate in languages necessary to support diverse customer populations, enhancing service quality.
• Willingness to work night shifts: Flexibility to work night shifts as required, ensuring continuous support for global operations.
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