HR Customer Advisor/HR Rep II
About The Position
The HR Customer Advisor responds to and resolves HR-related employee cases through ServiceNow, providing written responses and support through live chat and phone. The role focuses on prompt, accurate case resolution and an excellent employee experience. The advisor follows quality standards and daily KPI metrics, uses ServiceNow reporting to monitor performance, and collaborates with higher-level service center personnel to resolve complex issues and escalate cases when necessary. The position also supports continuous improvement by identifying process improvements, maintaining current knowledge of HR policies, procedures, and systems, and reviewing and updating knowledge base articles and self-service resources for accuracy and compliance. The advisor works with HR teams to identify knowledge gaps and training needs.
Requirements
- High school diploma required.
- At least 2 years of experience in an HR Shared Service or related field.
- Prior experience in a production-type environment.
- Proficiency with ServiceNow, including case management and ticketing.
- Ability to document and track employee interactions in ServiceNow.
- Experience with Microsoft Office, Applicant Tracking Systems (ATS), and HR Information Systems (HRIS).
- Excellent written communication, analytical, and problem-solving skills.
- Ability to interact effectively with management, employees, and customers.
- Strong follow-through and closure orientation.
- Ability to work in a fast-paced environment with multiple priorities.
- Ability to identify trends and opportunities for improvement.
- Familiarity with metrics and reporting tools.
Nice To Haves
- Bachelor's degree in a related field is strongly preferred.
Responsibilities
- Respond to and resolve HR-related cases through ServiceNow, including providing written responses to employee inquiries and issues.
- Support employees through live chat and phone, resolving inquiries professionally and courteously.
- Ensure prompt and accurate case resolution while delivering an excellent employee experience.
- Meet established quality standards and daily KPI metrics for first-response and resolution rates, case quality and accuracy, ServiceNow standards, and customer satisfaction.
- Use ServiceNow metrics and reporting to monitor performance and support continuous improvement.
- Collaborate with higher-level service center personnel to resolve complex issues and escalate cases when necessary.
- Maintain current knowledge of HR policies, procedures, and systems.
- Review and update knowledge base articles and self-service resources for accuracy and compliance.
- Collaborate with HR teams to identify knowledge gaps and training needs.
- Identify process improvement opportunities and collaborate with cross-functional teams to improve efficiency and employee experience.
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What This Job Offers
Career Level
Mid Level
Education Level
High school or GED
