Under the supervision of the Service Center Manager, the Human Resources Specialist I provides comprehensive human resources support to more than 4,000 Massachusetts Department of Transportation employees throughout the employment lifecycle. They coordinate complex cases, deliver technical support, ensure compliance with regulations, and handle detailed reporting tasks. This role requires exceptional attention to detail, professionalism, and a commitment to excellent customer service in sensitive and complex situations.

Duties and Responsibilities

Call Center and Inquiry Support

• Serve as the first point of contact for employees, managing the HR call center on a daily basis and responding to a wide range of inquiries including payroll, benefits, retirement and leave, and general HR concerns.
• Address employee inquiries via phone, email, and online tickets, ensuring timely and effective resolutions.

HR Transactions and Processing

• Process HR service request via ServiceNow (SN), handling tasks such as employment verifications, password resets, name changes, and benefit updates.
• Coordinate onboarding and offboarding processes/task associated with payroll-related matters and handling onboarding/ offboarding transactions such as terminations, cashouts, I-9, direct deposits, etc.
• Ensure accurate processing of employee data in HRCMS and resolve discrepancies as necessary.

Compliance and Documentation

• Ensure adherence to legal compliance requirements, including the accurate processing of I-9 forms and verification through E-Verify for new hires.
• Coordinate case resolution for benefits discrepancies in coordination with vendors, unions, and the Group Insurance Commission (GIC).
• Maintain personnel files, process requests, and provide files to employees, former employees, and authorized parties in compliance with legal requirements.

Onboarding and Orientation

• Conduct engaging and informative new hire orientations, both in person and via Microsoft Teams, ensuring smooth onboarding for employees across the Commonwealth.
• Review and process new hire documentation, monitor onboarding progress in ServiceNow, and ensure all necessary documents are completed and submitted in a timely manner.

Offboarding and Retiree Support

• Oversee retiree case management, providing guidance on retirement processes, including benefits, GIC, Medicare, and MTA medical plans.
• Coordinate offboarding activities for employees retiring, resigning, or passing away, including the processing of terminations and final paperwork.
• Maintain accurate retirees list and assist retirees with post-retirement paperwork.

System and Technology Support

• Provide technical support for HR systems, including HRCMS, ServiceNow, and MyMassDOT portals, assisting employees with troubleshooting and navigating HR applications.

Vendor and Benefits Coordination

• Serve as a liaison with external benefit vendors, including Colonial Life, AFLAC, and Boston Mutual, ensuring accurate benefit deductions and updates.
• Collaborate with benefit providers such as VOYA and State Retirement Board to resolve benefit-related issues for employees following a death or retirement.
• Assist employees in navigating life events (e.g. marriage, divorce, birth) by processing related documents and providing support.

Employee Relations and Case Management

• Provide ongoing case management and support to employees, ensuring timely resolutions of HR-related issues.
• Coordinate promotion and career advancement paperwork, ensuring alignment with HR policies and procedures.
• Collaborate with internal HR teams to resolve complex employee issues and provide excellent customer service.

Administrative and Miscellaneous Duties

• Ensure the timely completion of ServiceNow tasks and other HR-related administrative duties, including mail processing and document management.
• Support the onboarding of new HR Service Center employees, ensuring they are equipped to assist employees effectively.
• Actively participate in weekly team meetings to address operational challenges and contribute to continuous improvement efforts.
• Escalate complex or unresolved issues to Service Center Manager or leadership when appropriate.

Preferred Qualifications

• Proven experience in HR support, customer service, or administrative roles, ideally within a call center or HR service environment.
• Strong knowledge of HR processes, systems, and compliance requirements.
• Excellent communication and problem-solving skills with the ability to handle sensitive information.
• Proficiency in HR software such as ServiceNow, HRCMS, and Microsoft Teams.
• Ability to work independently and collaboratively in a fast-paced environment.

About MassDOT

The 4,000+ employees of Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s culture and career opportunities can be found at mass.gov/massdot-careers

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail & Transit. Headquarters (Planning & Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.

Minimum Entrance Requirements

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

Current MassDOT employees should use their internal MassCareers account to apply.

All job applications must be submitted online through MassCareers to be considered.

Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Applicants must have at least (A) two years of full-time, or equivalent part-time professional experience in personnel work, the major duties of which includes classification, staffing job analysis and/or job evaluation or (B) any equivalent combination of the required experience and the substitutions below:

May require possession of a current and valid Massachusetts Motor Vehicle Driver’s License at a Class level specific to assignment.

Substitutions

I. An Associate’s degree may be substituted for a maximum of one year of the required experience*.

II. A Bachelor’s degree or higher may be substituted for the required experience*.

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

• For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at talentacquisition@dot.state.ma.us.

• For general questions regarding MassDOT, call the Human Resources Service Center at 857‐368‐4722.

• For a disability‐related reasonable accommodation or alternative application method, call the ADA Coordinator, Lucy Bayard, at 857‐274‐1935.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.