HR Service Specialist

THE ROLE:
As a member of the HR Shared Services team, you will be the first point of contact for employees seeking support with HR policies, procedures, and systems. You will interact with employees across multiple channels, logging and resolving inquiries while ensuring compliance and accuracy. In this role, you’ll educate employees on available HR resources, promote self-service tools, and partner with other HR teams to continuously improve processes. This is a dynamic environment where you’ll balance multiple priorities, resolve issues at their root cause, and play a critical role in enhancing the employee experience and strengthening HR operations.

THE PERSON:
The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced environment. They are an excellent communicator with strong problem-solving skills and the ability to manage multiple requests simultaneously. A self-starter with a collaborative mindset, this person is comfortable with ambiguity, values professionalism and confidentiality, and is motivated to improve processes that drive efficiency and employee satisfaction.

KEY RESPONSIBILITIES:

• Serve as the primary contact for employee inquiries across multiple channels, ensuring accurate documentation and timely resolution.

• Log, track, and supervise HR requests, keeping employees informed of status and next steps.

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

• Research, troubleshoot, and resolve employee questions while identifying root causes for long-term solutions.

• Ensure compliance with HR processes and policies, meeting or exceeding service-level agreements.

• Contribute to maintaining and improving global knowledge bases, training resources, and SOPs.

• Partner with HR teams and Centers of Excellence to identify high-volume issues and opportunities for process improvement.

• Participate in required training to stay current on HR policies, systems, and best practices.

• Support additional HR projects and provide guidance or training to peers as needed.

PREFERRED EXPERIENCE:

• Experience with ServiceNow or similar HR case management tools

• Strong interpersonal and communication skills across diverse teams

• Background in creating training materials and standard operating procedures (SOPs)

• Strong analytical, problem-solving, and process-improvement skills

• Proven ability to manage multiple priorities in a fast-paced, matrixed environment

• High level of professionalism, confidentiality, and accountability

• Customer-focused mindset with a team-oriented approach

ACADEMIC CREDENTIALS:

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

• Equivalent experience may be considered

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