KEY RESPONSIBILITIES

• Develop and maintain dashboards in ServiceNow to provide HRSS and HRLT insights

• Monitor and improve data quality through audits and issue resolution across HR systems

• Identify automation opportunities to reduce manual tickets and repetitive transactions

• Support Workday Tier 2 transactions and user experience, including troubleshooting and issue resolution.

• Maintain and update HR content on the Planet Integra HR site to ensure accuracy and usability.

• Help build and maintain standard operating procedures (SOPs) and knowledge articles tied to systems

• Support tiered HR service model, including escalation of complex requests

• Support system testing (UAT), releases, and enhancements in partnership with HRIS and Payroll teams

• Collaborate with HRSS, HRIS, Payroll, and People Analytics teams to address cross-functional requests.

• Coordinate small to mid-sized HR Operations projects, including tracking timelines, action items, risks, and follow-ups to support timely execution.

• Support the HR Service Delivery model by improving intake processes, documentation, workflows, reporting, and system enablement rather than owning day-to-day ticket resolution

• Partner with HR Business Partners, Payroll, HRIS, and local teams to identify recurring service issues, improve process clarity, and strengthen escalation paths for complex HR questions

• Support internal and external audit requests by gathering information, confirming data accuracy, and providing documentation in a timely manner.

• Prepare basic reporting, trend insights, and ad hoc analysis to help identify workload drivers, recurring issues, and opportunities to improve the HR service experience.

• Participate in special projects and continuous improvement efforts that support HR Shared Services, HR systems, payroll partnership, and global service delivery.

• Governance follows established SOPs and ensure compliance with HR policies and data privacy standards.

• Maintain accurate documentation of workflows, process changes, system enhancements, and escalation paths

REQUIRED SKILLS & MINIMUM QUALIFICATIONS

Education:

Bachelor’s degree in Human Resources, Business Administration, or related field preferred.

Experience:

2–4 years of experience in HR operations, shared services, or HR systems support.

Skills

• Experience with HR systems such as Workday and ServiceNow.

• Experience with data analysis and reporting (Excel, dashboards, or equivalent tools)

• Exposure to process improvement, automation, or system optimization

• Strong communication and customer service skills

• Ability to manage multiple priorities in a fast-paced environment.

• Basic project management skills, including the ability to organize work, track deliverables, manage deadlines, and follow up with stakeholders.

• Strong ability to follow and maintain standard operating procedures, process documentation, and knowledge articles.

• Comfort working with colleagues across regions and cultures, with the ability to communicate clearly and professionally.

• Ability to work independently, manage competing priorities, and proactively resolve or escalate issues.

• Attention to detail and problem-solving capabilities.

• Experience with knowledge management tools and HR self-service portals

Tools And Equipment Used

• HR systems including Workday and ServiceNow

• Microsoft Office Suite (Excel, Word, PowerPoint, Teams)