HR Solutions Analyst

Summary

The HR Solutions Analyst is the first point of contact for employee HR related inquiries that cannot be solved through employee self-service. The HR Solutions Analyst will play a key role in delivering a positive employee experience by providing outstanding customer service for HR related processes through inquiry management and resolution, researching solutions, and escalating complex inquiries to appropriate parties as needed.

This position will support HR Solutions activities for employees located in Mexico, Argentina and Brazil, US and Canada. Fluency in English and Spanish is required.

Key Responsibilities

• Serve as first point of contact for HR customer inquiries via various intake channels (e.g. phone, ticketing system)
• Provide guidance to customers on HR procedures and compliance
• Research customer requests to ensure accurate information and resolutions are provided
• Collects, validates, analyzes, and processes data for established HR procedures
• Assists with preparation of internal communication regarding HR procedures and compliance
• Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation
• Creating, updating and retiring service center knowledge documentation
• Facilitate inquiries to and from vendors
• Escalate Tier 2 inquiries to HRS Administrator
• Escalate unresolved issues to COE or Business HR
• Utilize knowledge management and case management systems to address, track and resolve HR customer inquiries within Service Level Agreements
• Demonstrate a level of maturity and expertise to support customer’s holistic issue
• Support transactional activities as required during times when inquiry volume is low
• Surface process improvement and service offering changes

Typical Education

Bachelor's Degree (B.A. or B.S.) from 4 year college or university

Relevant Experience

3+ years related experience and/or training

Required Certifications

Other Information

The preferred candidate will have:

• Bilingual (Spanish/English) - exceptional verbal and written communication skills in English and Spanish
• HR and HRIS experience
• Demonstrated effective customer service
• Proficiency with Microsoft Office products
• Strong organizational skills and attention to detail
• Experience working successfully in a collaborative, team-oriented environment

This position is based at our Global Headquarters in Boise, ID. Candidates must be able to work Monday through Friday, 8:00am – 5:00pm