Business Support Representative (HR)

<p><b> JOB DESCRIPTION: </b></p><p></p><p><b> Business Support Center Rep/ HR Service Center Representative </b></p><p><b> Schedule: </b></p><ul><li> Shift will be either 8:00 AM–4:00 PM or 11:00 AM–7:00 PM. </li><li><b> November - December, 2026: </b> Remote </li><li><b> January - February, 2027: </b> 100% onsite </li><li><b> March 2027 onward: </b> Likely remote again </li><li> Overall, the role is <b> hybrid </b> , so flexibility to work onsite is required when needed. </li></ul><p></p><p><b> Go-Live Schedule: </b></p><ul><li> Must be available to work December 31st &amp; January 1st. </li><li> Also required to work <b> Saturday </b> , January 2nd, <b> Sunday </b> , January 3rd, <b> Saturday </b> , January 9th, and <b> Sunday </b> , January 10th. </li><li> Outside of these dates, the normal schedule is <b> Monday - Friday </b> . </li></ul><p></p><p><b> Summary: </b></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></p><p><b> Responsibilities: </b></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></p><p><b> Tier 1 Support and Resolution: </b></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><b> HR Operations and Transaction Support: </b></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></p><p><b> HR Knowledge Base Content: </b></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></p><p><b> Projects and Process Improvement: </b></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></p><p><b> Required Skills &amp; Experience: </b></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></p>