Analyst, HR Operations (Puerto Rico)

RTX•Santa Isabel, PR

5d•Hybrid

About The Position

RTX Enterprise Services is seeking a customer-focused, proactive, energetic, and collaborative Analyst to join its growing People Services Contact Center team in Santa Isabel, Puerto Rico. The center supports employees, managers, and HR professionals across RTX business units in Mexico. In this role, the Analyst researches, analyzes, and responds to inquiries ranging from basic policy questions to complex issues, working closely with HR Partners. The Analyst provides support by phone, email, chat, and case management, using HR systems and company guidance to answer questions, resolve issues, and complete requests. The position requires accurate and timely service, clear communication of policies and procedures, careful documentation and escalation, and attention to quality, compliance, and service goals. Written work instructions used in daily activities are available in English only. This is a hybrid role. Eligible candidates must currently reside near Santa Isabel, Puerto Rico. Employees work regularly onsite and offsite, with the onsite ratio determined in partnership with their leader. U.S. citizenship is required because only U.S. citizens are authorized to access information under this program or contract. No security clearance is required.

Requirements

Typically requires a university degree or equivalent experience and at least 1 year of prior relevant experience.
Previous experience in an HR shared services center or a similar customer-facing environment.
At least 1 year of experience working with MS Office applications.
U.S. citizenship is required for access to information under the program or contract.
Eligible candidates must currently reside near Santa Isabel, Puerto Rico.
Ability to use written work instructions in English, which is the language in which they are available.

Nice To Haves

At least 1 year of experience with HR policy or another area of expertise, such as compensation, benefits, payroll, or talent management.
Experience with ServiceNow CRM, Workday, or ADP Enterprise version.
Excellent problem-solving and customer-service skills.
Ability to work independently and as part of a team.
Foresight, discernment, insight, and good judgment.
Strong attention to detail and organizational skills.
Excellent written and oral communication skills with all levels of the organization.
Ability to work with highly sensitive and confidential material and demonstrate sound business judgment and ethics.

Responsibilities

Provide superior customer service and accurate, timely first-contact resolution to approximately 3,000 employees, managers, and HR professionals through phone calls, email, chat, and case management.
Interpret simple and complex company and business-unit policies and procedures and explain them in a simplified manner.
Identify, recommend, create, and audit content or knowledge articles for internal and external knowledge bases.
Use ServiceNow CRM, Enterprise version 5, Workday, and other online systems to answer questions, troubleshoot issues, complete requests, and resolve employee, manager, and HR needs.
Document and escalate inquiries in the case management system, following defined and undefined process steps to meet service-level agreements.
Receive calls and answer inquiries using telephony and interactive voice response (IVR) technology.
Educate employees about available HR services 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.
Collaborate with all areas of People Services to help meet or exceed overall targets.
Achieve internally set quality standards and identified goals and metrics.