HR & Business Support Representative

<p><strong>JOB DESCRIPTION: </strong> </p><p><br /></p><p><strong>Business Support Center Rep/HR Service Center Representative </strong> </p><p><strong>Schedule: </strong> </p><ul><li>Shift will be either 8:00 AM–4:00 PM or 11:00 AM–7:00 PM. </li><li><strong>November - December, 2026: </strong> Remote </li><li><strong>January - February, 2027: </strong> 100% onsite </li><li><strong>March 2027 onward: </strong> Likely remote again </li><li>Overall, the role is <strong>hybrid </strong>, so flexibility to work onsite is required when needed. </li> </ul><p><br /></p><p><strong>Go-Live Schedule: </strong> </p><ul><li>Must be available to work December 31st &amp; January 1st. </li><li>Also required to work <strong>Saturday </strong>, January 2nd, <strong>Sunday </strong>, January 3rd, <strong>Saturday </strong>, January 9th, and <strong>Sunday </strong>, January 10th. </li><li>Outside of these dates, the normal schedule is <strong>Monday - Friday </strong>. </li> </ul><p><br /></p><p><strong>Summary: </strong> </p><p>Responsible for Tier 1 support for employee inquiries received via multiple sources (telephone, e-mail, direct interaction, etc.), providing a high level of customer service to Client employees focused on First Touch Resolution. Develop a working knowledge of general HR programs, policies, procedures, and guidelines supporting the HR function. Responsible for issue identification, case management initiation, issue resolution, and when needed, escalation to appropriate Tier 2 support. </p><p><br /></p><p><strong>Responsibilities: </strong> </p><ul><li>Support transactions, user inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM platform. </li><li>Provide timely and accurate support through calls, service requests, and case management processes. </li><li>Partner with stakeholders across HR, Finance, IT, Supply Chain, Research and other business functions to troubleshoot issues and support business processes. </li><li>Assist with system adoption, process improvements, and end-user support activities to ensure successful ERP and HCM operations. </li> </ul><p><br /></p><p><strong>Tier 1 Support and Resolution: </strong> </p><ul><li>Respond to inquiries and provide Tier I support of basic to moderate complexity inquiries submitted to Resource Center-to include general inquiries, feedback, or notification of incidents using call scripts and knowledge base to provide appropriate responses. </li><li>Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in the use of direct access tools and the HR knowledge base. </li><li>Use computerized systems for tracking, information gathering, and/or troubleshooting pertaining to each inquiry. </li><li>Document issues and identify appropriate actions to resolve inquiries. </li><li>Obtain supervisory input to resolve new types of problems. </li><li>Give periodic status reports in written and verbal formats. </li><li>Professionally handle all inbound/outbound inquiries. </li><li>Place out-bound calls to assist with follow-up requirements. </li><li>Problem resolution. </li><li>Provide superior customer service to the employees and managers. </li><li>Contribute to a high-caliber service environment by ensuring the timeliness of customer responses and ensuring transactions are processed in a consistently accurate and timely manner. </li><li><strong>HR Operations and Transaction Support: </strong> </li><li>Responsible for day-to-day operational support for key HR business processes and applications related to Recruiting, Employee/Manager Self-service transactions, Absence, Performance Management, Benefits, Payroll, Finance, and Compensation. </li><li>Process Workday transactions for occasional concierge service. </li><li>Perform proactive outbound follow-up communications, as necessary. </li><li>Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems. </li><li>Collaborate with HR Business Partners and Managers on low complexity issues. </li><li>Train New HR Resource Center Representatives. </li> </ul><p><br /></p><p><strong>HR Knowledge Base Content: </strong> </p><ul><li>Support Development of HR Knowledge base content. </li><li>Stay current on all new &amp; upcoming System functionality; Policy and Procedure, Regulatory and Compliance changes for the purpose of informing business and resource center. </li><li>Partner with HR Business partners and Center of Expertise to understand all new and existing policies. </li> </ul><p><br /></p><p><strong>Projects and Process Improvement: </strong> </p><ul><li>Provide continuous feedback to manager about trends, processes, and opportunities for improvement. </li><li>Identify and recommend process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility. </li><li>Assist with testing of enhancements to key HR applications and related processes; ensuring system enhancements are thoroughly tested; assess impacts to employees, managers, and/or HR. </li> </ul><p><br /></p><p><strong>Required Skills &amp; Experience: </strong> </p><ul><li>Customer Service experience, Finance and/or Supply Chain and/or aptitude </li><li>HS Diploma/GED required </li><li>Associate's Degree or Certified Vocational Training in HR or Communication Preferred. </li><li>-2+ years of experience in a Business Environment Preferred </li> </ul><p><br /></p>