Job Description
Job Description
Job Title: Analyst I
Reports To: Supervisor, Human Resources Shared Services Center
Group/Division: Corporate Human Resources
Career Band: 4
Job Track: Professional
Position Location: Costa Rica
FLSA Status (Exempt/Non-Exempt): Non-Exempt
Relocation: No
The HR Shared Services Analyst is focused on the day-to-day delivery of HR related activities within the Colleague Services HR Shared Services Center from a Tier 2 level. They will ensure a high-level quality of service and operational performance by working within the detailed processes and dashboards. They are responsible for responding to questions and inquiries related to HR policies & procedures from colleagues and delivering excellent customer experience to our colleagues on center-supported services. They will advance cases to the appropriate Center of Excellence partner with support functions such as Benefits, Payroll, Talent Acquisition, etc.
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Responsibilities:
Deliver first line and second line of support for HR inquiries across the spectrum of the employee lifecycle from new hires to employees leaving the business
Collaborate with HR Shared Service Center subject matter experts and field HR reps to resolve employee issues in a thorough and timely manner
Perform accurate filing and execution of transactions for general HR data processing in support of HR functions
Achieve stated performance measures and adhere to established customer service standards. Perform special projects as requested
Responsible for the main case management functions but will also provide support for escalated cases and specialized cases
Effectively analyzes, evaluates and resolves complex issues escalated by HR Specialists and manages each case through quick and accurate resolution
Uses each engagement as a teachable moment for the HR Specialist and or inquiring colleague to be more informed
Minimum Requirements/Qualifications:
Previous experience (2-3 years) in general human resources, shared services, or customer service preferred
Previous experience (1-3 years) in the Colleague Services HR Shared Services and has demonstrated advanced knowledge of the HR systems (Workday and Service Now preferred), case handling procedures, overall HR policies and procedures, specific COE policies and procedures, and assisted with internal training
Experience working in a shared service center a plus
Ability to interpret and communicate HR policies, procedures, and programs
Ability to deliver exceptional customer care via telephone, chat, and email
Critical thinking, problem solving, and judgment skills
Service-oriented attitude and willingness to learn
Possess good listening skills and perseverance to work with all types of employees
Ability to maintain a positive attitude
Individual should be able to prioritize and organize high volume workload
English language - reading writing and speaking required.
Non-Negotiable Hiring Criteria:
BA/BS or equivalent work experience directly attributable to human resources, customer service, or shared services
Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment
Proficient with Microsoft Office Suite including Word, Outlook, Excel, and PowerPoint, experience using a HRIS data base and reporting application. Experience with Workday and ServiceNow is a plus. Able to perform chat functionality is a plus.
Able and willing to work shifts beginning at 8AM and 8pm EST