Job Description

Career Category

Human Resources

Job Description

The Talent Lifecycle Delivery Services (TLDS) team connects employees, managers, and HR teams to Amgen's global HR programs, systems, and processes. As a Senior HR Operations Associate, you will deliver high-quality HR service center support across supported geographies, with a focus on complex case management, operational excellence, and continuous improvement.

You will serve as a subject matter expert in HR operations, providing guidance on complex employee lifecycle events, Workday transactions, HR policies, and ServiceNow case management. The role also partners closely with HR Technology, HR Centers of Excellence, and regional HR teams to drive process improvements, enhance service delivery, and leverage data-driven insights.

Key Accountabilities

• Manage and resolve complex Tier 1 and Tier 2 HR inquiries and transactions in compliance with global processes and service level agreements.
• Act as an escalation point and subject matter expert for Workday, ServiceNow, and employee lifecycle processes.
• Analyze case trends, service metrics, and operational data to identify improvement opportunities and drive service excellence.
• Lead or support HR operations projects, process improvements, audits, testing, and system enhancements.
• Collaborate with HR Technology and business stakeholders to translate operational requirements into scalable solutions.
• Maintain governance, data integrity, compliance, and knowledge management standards across supported processes.
• Coach and support team members by sharing best practices and operational expertise.

Key Responsibilities

• Resolve complex employee, manager, and HR inquiries requiring detailed analysis, investigation, and policy interpretation.
• Manage escalated cases and partner with stakeholders to ensure timely and accurate resolution.
• Analyze case management and service delivery metrics to identify trends, root causes, and process optimization opportunities.
• Create reports and provide operational insights using Workday, ServiceNow, and reporting tools.
• Support data audits, quality reviews, compliance activities, and employee data governance.
• Lead or participate in system implementations, UAT testing, and HR transformation initiatives.
• Maintain and enhance HR knowledge content and self-service resources.
• Deliver training, knowledge-sharing sessions, and stakeholder communications.
• Build strong partnerships across HR Connect, HR Technology, Centers of Excellence, and regional HR teams.

Qualifications

Required

• Bachelor's degree in Human Resources, Business Administration, Economics, or a related field.
• 7-10 years of experience in HR Operations, HR Shared Services, or HR Service Delivery.
• Strong experience handling complex HR cases, employee lifecycle transactions, and case management processes.
• Advanced proficiency in Workday HCM, ServiceNow HRSD, and HR operational processes.
• Experience with process improvement initiatives, project coordination, and data analysis.

Preferred

• Experience in a multinational shared services environment.
• Knowledge of HR compliance, audit controls, and data governance practices.
• Experience supporting system enhancements, testing, and operational transformation initiatives.
• Proficiency in Microsoft 365 tools, reporting solutions, and AI-enabled productivity tools.

Core Competencies

• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Expertise in complex case management, root cause analysis, and issue resolution.
• Excellent stakeholder management and cross-functional collaboration skills.
• Ability to influence process improvements and drive operational excellence.
• Strong communication, coaching, and knowledge-sharing capabilities.
• High attention to detail, sound judgment, and commitment to data confidentiality.
• Ability to manage multiple priorities in a fast-paced, global environment.

This role is ideal for an experienced HR Operations professional who combines deep HR process expertise, analytical thinking, and a continuous improvement mindset to enhance employee experience and operational performance.