Global HR Time Expert

Mission Statement:

This role is within the Global HR Operations organization within Global Time CoE. As the Global HR Time Expert, you will be responsible for providing second level of expert support to process and tool used in HR Time management and input to processes, service and tool development. You will work closely with countries' counterparts in HR Operations, and with global process managers and process owner of HR Time as well as Vendor. Global HR Time expert that is the direct partner between the GPO and the (local) HR OPS delivery team.

Your Responsibilities:

• Global HR Time Experts are accountable for managing support requests from country HR Time SMEs with good quality, timeliness and adhering to global process and agreed way of working.
• Support requests are managed in order of priority and in addition each HR Time Expert has country responsibility over defined country.
• Responsible for managing incoming support requests in line of priority and within scope of work of global team. This includes using tools like MyHR to monitor and update the status of tickets, ensuring transparency, and providing timely updates to users.
• When an issue arises, global HR Time experts investigate the problem by referring to existing knowledge articles, analyzing the required information, and collecting any missing details from the local SME. They may also use contextual search to find relevant knowledge articles with potential fixes.
• If reported issues turn out to require development or if request from local country is for development, expert collects the required information from requestor and hands over to Process Expert/Manager.
• If the issue requires Vendor actions, creates tickets to Vendor and ensures given information is correct and supports fast ticket resolution and monitors vendor work and keeps both vendor and MyHR ticket up to date.
• If an issue cannot be resolved as expected, global HR Time Expert can escalate ticket as per documented process and within own authority. They ensure clear communication about the next steps and keep MyHr ticket updated about the progress.
• Collaborate with various teams to resolve issues. This includes participating in dedicated meetings for service tickets, providing updates, and confirming actions to be addressed.
• In case of emergencies, support agents follow specific processes to get support and communicate during outages or critical incidents. They ensure that users receive the necessary assistance promptly.
• Based on resolved issues, update knowledge base and training material to allow local countries to resolve similar issues independently or to speed up resolution of similar cases. Also, it takes action to initiate improvement actions, if issues can be avoided in future by improving way of working, controls, process or tool.
• Supports global process managers to identify areas for improvements. Manage complaints and address improvement needs based on those.
• Living Hitachi Energy's core values safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

• Bachelor's degree in human resources, business administration, finance or similar applicable education.
• Experience in HR domain, specifically Time and Pay area in service delivery, process management and/or project management, and the ability to work well in a team.
• Good self-management, and coordination of work between parties, tracking and monitoring. Ability to work effectively in a global, cross-functional team environment. Proven capability to coordinate topics and achieve results in a global environment, good communication and interpersonal skills. Positive and inclusive, with ability to influence. Demonstrated tact, empathy, diplomacy, and efficiency in communicating effectively.
• Analytical and problem-solving skills to identify underlying problems and solve it with the right root cause identified. Using process improvement techniques, such as Lean or Six Sigma, can help to identify and eliminate inefficiencies in the process.
• Experience and proven results in using technology to enable automation, user experience and digital processes. Knowledge on application management is the best practice.
• Workforce Manager (or earlier Kronos) seen as benefit. Payroll experience. Integration experience.
• MS Office, good skills on PPT and Excel.
• Any Hitachi Energy location. In addition, it is flexible to participate in own organization meetings on CET time zone.
• Ability to travel when required.
• Proficiency in both spoken & written English language is required.