HRSC Specialist Tier 2

About the Role

We are partnering with a leading organization to fill the position of HRSC Specialist Tier 2 based in the United States. This role is a vital contributor to delivering superior HR services by managing complex employee concerns and advancing case resolutions with a focus on accuracy and efficiency.

The HRSC Specialist Tier 2 will act as a primary resource for handling escalated HR queries, utilizing HR technology platforms including Workday and ServiceNow. Collaboration with teams spanning HR, payroll, benefits, HRIS, and technology is essential to streamline operations and enhance employee experiences.

This position emphasizes a combination of excellent customer service skills, analytical problem-solving abilities, and in-depth knowledge of HR systems. Candidates who thrive in a culture of continuous improvement, data precision, and collaborative support will find this role rewarding. The position is entirely remote.

Primary Responsibilities

• Receive, evaluate, prioritize, and resolve advanced HR inquiries submitted through the case management system.
• Leverage HR platforms such as Workday and ServiceNow to investigate issues and deliver precise solutions.
• Manage escalated Tier 1 cases concerning payroll discrepancies, employee transactions, training, and HR system issues.
• Conduct root cause analyses on repeated issues and suggest improvements to minimize recurring cases.
• Maintain and update HR documentation, including knowledge bases, standard operating procedures, and service guidelines.
• Assist with HR system upgrades, enhancements, testing, and implementation projects.
• Collaborate with HRIS, IT, payroll, benefits, and other internal teams to troubleshoot and resolve system-related challenges.
• Process and verify HR transactions, ensuring employee data such as personal details, job information, and organizational changes are accurate.
• Monitor compliance with service level agreements, productivity goals, and quality standards to ensure prompt case closure.
• Encourage and educate employees and HR teams on self-service tools and available resources.
• Ensure adherence to internal policies, procedures, and HR operational standards.

Required Qualifications

• 2 to 4 years of professional experience in HR Shared Services, HR Operations, HRIS, payroll, employee relations, or benefits administration.
• Proficient with HR technology platforms such as Workday and ServiceNow.
• Experience handling escalated employee cases and managing complex HR transactions.
• Strong analytical skills with the ability to perform root cause analysis.
• Knowledgeable in interpreting HR policies and applying sound judgment.
• Excellent communication, stakeholder engagement, and customer service capabilities.
• Experience supporting HR process improvements and implementing new systems.
• Highly organized with the ability to prioritize multiple tasks in a dynamic environment.
• Meticulous attention to detail to maintain accurate data integrity.
• Effective teamwork skills working across HR, IT, payroll, and business partners.

Compensation and Benefits

• Competitive hourly wages ranging approximately from 27 to 37 USD, dependent on experience, education, location, and credentials.
• Fully remote working environment.
• Comprehensive health, dental, and vision insurance packages.
• 401(k) retirement plan with company matching contributions.
• Coverage options including short- and long-term disability, accident, life, and travel insurance.
• Flexible spending accounts to manage health and dependent care expenses.
• Opportunities for tuition reimbursement.
• Access to Employee Assistance Programs.
• Volunteer time off and community engagement initiatives.
• Paid time off including vacation, sick days, holidays, floating holidays, and inclusion days.
• Recognition awards for length of service.
• Professional development and career advancement opportunities.

Additional Information

This opportunity is managed by a partner firm who will handle the application process and subsequent candidate communication. Applications are evaluated through an AI-driven system that promotes objectivity and efficiency, with final hiring decisions made directly by the employer.