Job Description

Qualifications:
Experience with HR Service Now/HR ticketing system support
Strong email communication skills
Prior Workday experience/support
Ability to work 6%2B month contract on a full-time basis
Ability to work staggered hours between 7am-7pm EST for ticketing support (40 hours per week expected, with potential for evening hours support)

Responsibilities:
The HR Help Desk/Employee Support Specialist serves as the first point of contact for employee HR and Payroll related inquiries, providing timely and accurate support through a centralized ticketing system. This role focuses on resolving routine Workday, HR and Payroll questions, processing standard transactions, prioritizing and assigning severity of requests, escalating non-standard issues to SMEs, and ensuring a consistent employee experience by following established policies, procedures, and service level agreements (SLAs). The position supports approximately 20,000 SGNA employeesincluding both deskless and desk-based populationsto resolve key HR & Workday questions.

Employee Support & Case Resolution
Receive, document, and respond to employee HR and Payroll inquiries submitted through the HR ticketing system, HR Service Now
Provide Tier 1 support for questions related to:
Workday tasks, navigation, and transactions
Payroll and timekeeping
Leave of absence and PTO
HR policies and procedures
HR systems and self-service tools
Benefits and programs
Deliver clear, professional, and customer-focused communication in all written interactions

Ticket Management & Escalation
Accurately log, categorize, prioritize, and track cases in the HR Service Now platform
Resolve routine and transactional inquiries independently using documented procedures and knowledge articles
Identify issues requiring additional expertise and escalate cases appropriately to Tier 2 teams
Monitor case status and follow up to ensure timely resolution within defined SLAs

Knowledge Management & Process Support
Utilize HR knowledge base articles and standard operating procedures to resolve cases
Promote employee self-service by directing users to available tools and resources when appropriate
Monitor the accuracy of knowledge base articles and partner with SMEs to update articles on an approved maintenance schedule to verify adherence to current HR and Payroll procedures

Comments/Special Instructions
The HR Service Center is 7am-7pm, but the individual will Not be working the entirety of that shift. The times will fluctuate based on support after 10/1 go live of Workday and HR Service Now. This is a NEW ticketing system for the organization and the role will help support anticipated uptick in submission requests. This is not a phone call center role, it is an email/HR ticketing system.

Job Tags

Full time, Contract work, Shift work, Afternoon shift

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