Summary

The HR Solutions Analyst is the first point of contact for employee HR related inquiries that cannot be solved through employee self-service. The HR Solutions Analyst will play a key role in delivering a positive employee experience by providing outstanding customer service for HR related processes through inquiry management and resolution, researching solutions, and escalating complex inquiries to appropriate parties as needed.

Key Responsibilities

• Serve as first point of contact for HR customer inquiries via various intake channels (e.g. phone, ticketing system)
• Provide guidance to customers on HR procedures and compliance
• Research customer requests to ensure accurate information and resolutions are provided
• Collects, validates, analyzes, and processes data for established HR procedures
• Assists with preparation of internal communication regarding HR procedures and compliance
• Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation
• Creating, updating and retiring service center knowledge documentation
• Facilitate inquiries to and from vendors
• Escalate Tier 2 inquiries to HRS Administrator
• Escalate unresolved issues to COE or Business HR
• Utilize knowledge management and case management systems to address, track and resolve HR customer inquiries within Service Level Agreements
• Demonstrate a level of maturity and expertise to support customer’s holistic issue
• Support transactional activities as required during times when inquiry volume is low
• Surface process improvement and service offering changes
• Hybrid schedule (two days at home, three days in the office).
• Able to read, write, and speak English and Spanish.

Typical Education

Relevant Experience

Required Certifications

Other Information

• Consulting agility
• Customer Focus
• Results oriented
• Project Delivery
• Metrics & Analytics
• Confidentiality
• Situational Adaptability
• Critical and active listening skills