Human Resource (HR) Specialist, Employee Services

Description

The Leidos Human Resource (HR) Specialist, Employee Services, will be responsible for providing exceptional support and customer service to employees, managers, HR, Workplace Relations, and other teams as needed in such areas as benefits, leave administration, and other general HR support. We want to ensure that every customer has a positive experience working with HR Services.

Primary Responsibilities:

• Serve as point of contact for employees on HR matters including complex benefits and HR issues, providing "best in class" customer service.
• Perform troubleshooting on a variety of issues that may extend beyond the reach of traditional HR, requiring the ability to network cross-functionally and leverage relationships to support our employee customers.
• Refer issues to Lead, Supervisor, or Manager, Employee Services in accordance with escalation procedures, ensure effective hand off escalated cases to COE or third parties when appropriate.
• Monitor questions on Prism (company intranet) as needed.
• Facilitate resolution to employee and manager inquiries; provide benefits/leave subject matter expertise.
• Provide administrative support for benefit programs.
• Provide employee and manager support for Workday Learning questions and issues.
• Provide interpretation in areas where policy, procedure or requirements are unclear.
• Communicate updates and changes to benefit programs to employee populations (i.e. annual open enrollment related changes).
• Act as a point of contact for information residing on the knowledge-based system; ensure that information is up-to-date and easily accessible.
• Provide support for routine employee problem resolution for Workday.
• Within defined parameters and guidelines - review, grant, or escalate requests for administrative corrections for various benefit enrollment/change scenarios.
• Utilize the case management tool to track issues and escalations.
• Collaborate with other HR service delivery areas, HR leadership, etc. on new and existing programs and process improvement initiatives.
• Maintain flexibility and a positive attitude toward innovation and change.
• This position requires continuous phone and email support during hours of operation 8 a.m. - 5 p.m. ET
• Other duties as assigned.

• Ability to work Eastern time zone
• Ability to apply critical thinking skills to complex issues
• Commitment to outstanding customer service, both internal and external
• Ability to use deductive reasoning to assess multi-faceted questions and problems
• Extremely strong verbal and written communication skills, including the ability to make connections with customers in writing.
• Strong computer skills, including proficiency with Microsoft Office
• Ability to multi-task and manage competing priorities
• Experience resolving complex issues utilizing external resources and escalating internally when appropriate
• Experience working with and independently interpreting internal policies and procedures to ensure continuity of business services
• Ability to apply critical thinking skills to complex issues
• Minimum of a Bachelor's Degree in business related field coupled with 2+ years related benefits, HR, or other relevant work experience; OR an Associate's degree coupled with 4+ years related benefits, HR, or other relevant work experience; OR a High School diploma coupled with 6+ years of related benefits, HR, or other relevant work experience.

• Extensive experience supporting internal customers in a specialized HR capacity
• Foundational knowledge of HR, including compliance requirements and benefits