About this role
Core Responsibilities
- Service Request Triage: Serve as central intake point for Employee Services requests. Gather sufficient information to ensure request is routed to correct functional area.
- Tier 0 / Tier 1 Support: Review and resolve Tier 0 and Tier 1 requests from employees.
- Documentation Management: Provide administrative support of knowledge articles, FAQs, SOPs, and Job Aids.
- Content Operations: Serve as administrator of Employee Services intranet pages using SharePoint.
- Department Coordination:
- Maintain Employee Services Operational calendar to ensure monthly, quarterly, and annual functions are scheduled and deadlines are met.
- Maintain Employee Services Vendor Invoice tracking
- Release Management: Participate in evaluating and testing Workday bi-annual releases.
Requirements & Qualifications
- Education: Bachelor’s degree preferred or 3-5 years of HR operational support experience.
- Communication: Excellent written, verbal, customer service, and interpersonal skills, including the ability to work collaboratively with all levels of the organization and across functional areas.
- Experience: 2-3 years’ Workday experience, administration experience a plus.
- Technical Mastery:
- Proficiency in managing SharePoint pages and Libraries.
- Proficient in managing service requests using known ticketing systems.
- Possess intermediate Microsoft Excel skills, including but not limited to formulas, pivot tables, charts/graphs.
- Strong analytical, problem-solving, organizational, and attention-to-detail skills with the ability to manage multiple priorities.
- Must be able to maintain strictest confidence.
- Basic understanding of employee benefits and payroll practices