HR Service Specialist

THE ROLE:
As part of the HR Shared Services team, you will be a key resource for employees seeking support on HR processes, policies, and systems. You’ll serve as the first point of contact across multiple communication channels, helping employees navigate HR services and guiding them toward self-service tools. This role is dynamic and fast-paced, offering opportunities to resolve complex employee inquiries, improve processes, and collaborate with Centers of Excellence (COEs) on high-impact initiatives. You’ll play a crucial role in enhancing the employee experience while ensuring compliance and continuous improvement within HR operations.

THE PERSON:
The ideal candidate is resourceful, detail-oriented, and thrives in a fast-moving, service-focused environment. They bring excellent communication skills, the ability to manage multiple priorities, and a passion for problem-solving. Comfort with ambiguity, a strong sense of accountability, and a focus on collaboration will be key to success. This person is customer-focused, professional, and committed to continuous learning and improvement.

KEY RESPONSIBILITIES:

• Serve as the primary point of contact for employee inquiries on HR processes, policies, and systems across multiple channels.

• Document, log, and track requests, ensuring accurate status updates and timely resolutions.

• Educate employees on available HR services and promote self-service tools such as the HR Portal.

• Research and resolve issues while identifying root causes to provide long-term solutions.

• Maintain compliance standards across HR processes while meeting or exceeding service-level agreements.

• Support and train team members as needed, offering troubleshooting guidance.

• Collaborate with HR Centers of Excellence to identify high-volume inquiries, improvement opportunities, and stronger partnerships.

• Participate in ongoing training to stay current on HR policies, procedures, and systems.

• Contribute to process improvements to enhance the efficiency and effectiveness of HR service delivery.

PREFERRED EXPERIENCE:

• Experience with ServiceNow or similar HR case management systems

• Strong interpersonal and communication skills, with the ability to engage across diverse teams

• Experience creating training documents and standard operating procedures (SOPs)

• Strong problem-solving abilities and attention to detail

• Demonstrated professionalism, accountability, and confidentiality

• Ability to manage multiple priorities in a fast-paced, matrixed organization

• Process-oriented mindset with a focus on continuous improvement

ACADEMIC CREDENTIALS:

• Associate’s degree required; Bachelor’s degree in Human Resources or Business preferred

• Equivalent experience may be considered

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