As a Human Resource Analyst, you will assist in the administration of various Human Resource services and programs. Utilizing the HR Case Management system, you will interact with all levels of employees, prior employees and job candidates via phone calls and submitted questions to answer queries and resolve issues in compliance with HR Services, company, and legal policies.

Primary Duties:

1. Responds to questions and supports employees and managers on HR policies and processes, HR systems, employee data, and assists with data updates. Inquiries may come in via multiple channels (e.g., email, phone, case management system). Utilizes knowledge base, call tracking systems and/or third party resources to educate employees and managers of the HR Services available to them. Encourages self-service tools such as the HR Portal and other systems when appropriate. Escalates non-routine matters to appropriate subject matter experts.

2. Portrays a positive, professional, customer and delivery orientated image of the company.

3. Provides continuous status updates, guidance, and information to key stakeholders and peers within the HR functional area team(s) to ensure case resolution. Provides feedback and recommends process improvements to management.

4. Ensures high-quality standards for all activities, initiatives, and tasks. Adheres to all service level agreements (SLAs) established for the HR Services team. Appropriately documents case details and relevant information in the case management system.

5. Ensures appropriate documentation for HR Services processes are up-to-date.

6. May be responsible for training other HR Service Center analysts.

Qualifications - External

A College or University degree and/or relevant work experience in human resources is preferred.

Skills:

•Excellent oral and written communication

•Customer service orientation

•Analytical

•Problem solving skills

•Detail oriented

•Works effectively as a team member

• Proficient in Microsoft Office suite of tools

• Basic knowledge of human resource programs a plus

• HRIS application tools/system knowledge (e.g. PeopleSoft, Service Now, Workday, etc.) – Workday experience a plus