HR Analyst I

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.

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 timelymanner

Perform accurate filing and execution of transactions forgeneral 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 accurateresolution

Uses each engagement as a teachable moment for the HR Specialist and or inquiring colleague to be more informed

Minimum Requirements/Qualifications: 

Previous experience (2-3years) 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