Specialist, Human Resources Shared Services

The Tier 1 Frontline Support Specialist serves as the primary point of contact for employees, managers, and stakeholders requiring HR support. This role is responsible for delivering exceptional employee experience by providing accurate, timely, and professional support across HR processes, policies, programs, and systems.

The Specialist manages employee inquiries and requests through HR Help (Freshservice), utilizes QNect (SuccessFactors) to research and validate employee data, and ensures compliance with service standards, knowledge management practices, and data privacy requirements. The role is expected to maximize first-contact resolution while maintaining a high level of customer satisfaction.

Employee and Manager Support

• Serve as the first point of contact for HR inquiries submitted through HR Help via Freshservice, email, chat, or other employee support channels.
• Provide guidance on HR policies, programs, benefits, employee lifecycle processes, and organizational procedures.
• Support employees and managers in navigating QNect self-service functionality.
• Deliver accurate, consistent, and customer-focused support aligned with established HR service standards.
• Promote self-service adoption by educating employees on available tools and resources.

PO Help Case Management

• Create, manage, update, and resolve employee support tickets within HR Help.
• Accurately categorize, prioritize, assign, and document cases according to established procedures and service level agreements (SLAs).
• Monitor ticket queues and ensure timely case resolution.
• Escalate complex inquiries to Tier 2 team, HR Business Partners, HR Centers of Excellence, Payroll, Benefits, or other support groups as required.
• Maintain complete and accurate case documentation to ensure audit readiness and knowledge sharing.
• Identify recurring issues and recommend improvements to ticket workflows and service processes.

QNect Support

• Utilize QNect to review employee records and validate HR data when supporting inquiries.
• Assist employees and managers with QNect transactions, including:
• Personal information updates
• Job information inquiries
• Organizational data inquiries
• Employee profile navigation
• Manager/ Employee self-service requests
• Workflow and approval status inquiries
• Identify potential data discrepancies and coordinate with appropriate teams for resolution.

Knowledge Management

• Utilize knowledge articles, standard operating procedures (SOPs), and process documentation to deliver consistent support.
• Identify knowledge gaps and recommend updates based on inquiry trends and employee feedback.
• Support efforts to maintain accurate, current, and user-friendly HR knowledge resources.

Employee Experience & Service Excellence

• Deliver a positive and professional customer experience during every interaction.
• Demonstrate empathy, ownership, and accountability when handling employee concerns.
• Manage sensitive and confidential employee information with discretion.
• Support initiatives designed to improve employee experience and service satisfaction.

Operational Excellence

• Meet or exceed established performance metrics including:
• SLA compliance
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Data Quality & Compliance
• Productivity targets
• Participate in process improvement initiatives and operational reviews.
• Support automation, AI-enabled service delivery, and continuous improvement efforts.

Freshservice Expertise

• Experience using Freshservice or similar ticketing/case management systems.
• Ability to manage, prioritize, and resolve tickets effectively.
• Understanding of SLA-driven support environments.
• Experience documenting cases and maintaining accurate service records.
• Knowledge of knowledge-base management and ticket workflow processes.

Technical Skills

• SAP SuccessFactors or related systems
• Freshservice or related sytems
• Microsoft 365 (Outlook, Teams, Excel, Word, PowerPoint)
• Microsoft Copilot or AI-enabled productivity tools

SAP SuccessFactors Expertise

• Experience supporting SAP SuccessFactors modules and employee self-service capabilities.
• Ability to navigate employee records and organizational data.
• Understanding of data integrity and HR systems administration principles.

Educational Requirements

Required

• Bachelor's Degree in Human Resources, Business Administration, Psychology or related discipline.

Equivalent Experience

• Relevant HR Shared Services or Customer Support experience may be considered in lieu of a degree.

Preferred

• Experience supporting global employees in a shared services organization.
• Experience using Freshservice and successfactors or any related HR systems