Analyst, HR Operations (Puerto Rico)

RTX•Santa Isabel, PR

1d•Hybrid

About The Position

We’re looking for customer-focused, pro-active, energetic, and collaborative employees to join our newly formed and growing team who have the ability to serve as an Analyst for the People Services Contact Center. This service center will provide support to employees, managers, and HR professionals in all RTX business units in Mexico. In this exciting role, you will research, analyze, and respond to inquiries ranging from simple policy questions to much more complex issues, working closely with our HR Partners.

Requirements

Typically requires a University Degree or equivalent experience and minimum 1 year of prior relevant experience.
Previous experience in an HR Shared Services center or a similar customer facing type of environment
1+ years of experience working with MS Office applications
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Nice To Haves

1 or more years’ experience with HR policy or other areas of expertise (i.e. Compensation, Benefits, Payroll, Talent Management)
Experience with ServiceNow CRM, Workday, ADP Enterprise version
Excellent problem solving skills and strong customer service skills
Ability to work both independently and in a team environment
Ability to have foresight, discernment, insight and utilize good judgment skills
Strong attention to detail and organizational skills
Excellent communication skills (written and oral) with all levels of the organization
Ability to work with highly sensitive and confidential material and possess good business judgment and ethics

Responsibilities

Provide superior customer service, accurate and timely first contact resolution to ~3,000 employees, managers, and HR professionals across RTX via phone calls, email, chat, and Case Management
Interpret simple and complex company and business unit policies and procedures, having the ability to convey them in a simplified manner
Identify, recommend, create and audit content or knowledge articles to be added to the external and internal knowledge base
Utilize multiple online systems, including ServiceNow CRM, Enterprise version 5 and Workday to answer questions, troubleshoot issues, complete requests and help resolve employee, manager and HR needs
Utilize the case management system to document and escalate inquiries following both defined and undefined process steps to achieve required service level agreements
Receive calls and answer inquiries via telephony and interactive voice response (IVR) technology
Educate employees on HR services available and encourage employee and manager self-service
Promote quality, compliance management, and process improvements using CORE tools and guidance
Ensure adherence to company policies and procedures, with a strong focus on compliance
Work collaboratively with all areas of People Services to ensure that the overall targets are met and/or exceeded
Responsible for achieving internally-set quality standards and identified goals and metrics
This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.