HR Service Center Analyst

Northern Trust•Tempe, AZ

1d•Hybrid

About The Position

The HR Service Center Analyst works in Northern Trust’s North America HR Services department, assisting with the administration of human resource services and programs. The analyst uses the HR Case Management system to respond to inquiries from current and former employees and job candidates, resolving issues in accordance with HR Services, company, and legal policies. The role is hybrid, with time divided between the office and working from home, and requires working from 7 a.m. to 4 p.m. (GMT-7).

Requirements

Relevant work experience in human resources.
Excellent oral and written communication skills.
Customer service orientation.
Analytical and problem-solving skills.
Attention to detail.
Ability to work effectively as a team member.
Proficiency in Microsoft Office tools.
Basic knowledge of human resource programs.
Knowledge of HRIS applications or systems such as PeopleSoft, ServiceNow, or Workday.
Ability to work from 7 a.m. to 4 p.m. (GMT-7).
Must be authorized to work in the U.S. without current or future employment-based visa sponsorship.

Nice To Haves

Workday experience.
A college or university degree.

Responsibilities

Respond to questions from employees and managers about HR policies, processes, systems, employee data, and data updates through channels such as email, phone, and the case management system.
Use knowledge bases, call-tracking systems, and third-party resources to explain available HR services, and encourage self-service tools such as the HR Portal when appropriate.
Escalate non-routine matters to appropriate subject matter experts.
Present a positive, professional, customer- and delivery-oriented image of the company.
Provide status updates, guidance, and information to stakeholders and peers within HR teams to support case resolution.
Provide feedback and recommend process improvements to management.
Maintain high-quality standards and adhere to HR Services team service-level agreements.
Document case details and relevant information in the case management system.
Ensure documentation for HR Services processes is up to date.
May train other HR Service Center analysts.