support HR Connect team members and managers by sharing best practices, solutions, and recommended approaches.
Provide business subject matter expertise to the HR service center and HR Centers of Excellence for ServiceNow and Workday-related matters.
Support specialists in partnering with the HR Technology team on system improvements and translating business requirements into technical specifications.
Responsibilities
Represent, coordinate, and/or lead HR Staff Services projects and processes, including eligible earnings audits and employee data requests.
Participate in, lead, and/or coordinate system and process improvement initiatives related to Workday and ServiceNow.
Act as a liaison between HR Connect, Knowledge SMEs, HR Technology, and HR teams to support ongoing maintenance and improvement of HRSD Portal content.
Serve as the designated subject matter expert for assigned tools and platforms, including ServiceNow, and maintain internal and external HR knowledge bases.
Analyze knowledge and case management metrics to identify trends, content gaps, and opportunities for improvement.
Deliver high-quality customer service in line with service level agreements, ensuring inquiries related to global HR programs, tools, policies, and Workday transactions are accurately documented in ServiceNow.
Identify, recommend, participate in, or lead improvements to policies and procedures across service center locations and HR teams.
Build effective relationships with HR teams and key stakeholders, fostering collaboration and sharing best practices.
Represent HR Connect for AIN in communications and engagements with employees.
Provide training, presentations, and knowledge-sharing sessions to employees, managers, and HR teams based on business needs.
Advise and coach HR Connect team members on best practices, solutions, and effective approaches.
Qualifications
Minimum Requirements
Bachelor’s degree, or equivalent qualification, in Human Resources, Business Administration, Economics, or a related field.
Minimum of 7 to 10 years of HR professional experience in a commercial service delivery or customer service environment.
Hands on experience with Workday HCM functions, ServiceNow systems, and related processes.
Strong project management skills, including experience with agile methodologies.
Preferred Requirements
Experience in a multinational company within a service center environment.
Experience working with standard operating processes and procedures.
Proficiency in Microsoft Office 365 applications and AI tools.
Competencies
Ability to identify business needs and translate them into effective HR systems and process solutions.
Ability to transfer knowledge by clearly explaining technical processes and procedures to others.
Strong troubleshooting capability across systems and processes.
Ability to rapidly learn new systems and processes while demonstrating openness to change.
Service-oriented mindset with a high degree of flexibility and responsiveness.
Excellent time management skills, with the ability to prioritize work based on service level agreements, urgency, and business impact while managing tasks from multiple sources.
Ability to work effectively in an international team environment, including across time zones and multicultural settings.
Strong interpersonal skills, including the ability to remain composed when managing challenging client interactions and coaching others.
Ability to work independently with minimal supervision.
Strong attention to detail and commitment to accuracy.
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