HR Service Center Analyst

Northern Trust•Tempe, AZ

1d•Hybrid

About The Position

As an HR Service Center Analyst in Northern Trust’s North America HR Services team, you will assist with administering Human Resource services and programs. Using the HR Case Management system, you will respond to questions from current and former employees and job candidates through phone calls and submitted inquiries, helping resolve issues in accordance with HR Services, company, and legal policies. The role supports employees and managers with HR policies and processes, HR systems, employee data, and data updates across channels such as email, phone, and the case management system. It also promotes appropriate self-service resources, escalates non-routine matters, documents cases, and contributes to accurate, timely service delivery. The position follows a hybrid working model, with time split between the office and working from home. The successful candidate must work 7 a.m.–4 p.m. (GMT-7). Applicants must be authorized to work in the United States without current or future employment-based visa sponsorship. Northern Trust describes its culture as flexible and collaborative, encourages movement within the organization, and highlights its commitment to an inclusive workplace and community service. The Tempe office is a Global Capability Center with more than 700 employees and over 75 business functions.

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 with Microsoft Office tools.
Basic knowledge of human resource programs.
Knowledge of HRIS applications or systems, such as PeopleSoft, ServiceNow, or Workday.
Ability to work 7 a.m.–4 p.m. (GMT-7).
Must be authorized to work in the United States without employment-based visa sponsorship now or in the future.

Nice To Haves

Workday experience.
A college or university degree.

Responsibilities

Respond to employee and manager questions about HR policies, processes, systems, and employee data, and assist with data updates through channels including email, phone, and the case management system.
Use knowledge bases, call-tracking systems, and third-party resources to explain available HR services.
Encourage use of the HR Portal and other self-service tools when appropriate.
Escalate non-routine matters to appropriate subject matter experts.
Provide a positive, professional, customer-oriented image of the company.
Give stakeholders and HR functional team peers status updates, guidance, and information 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.
Keep documentation for HR Services processes up to date.
May train other HR Service Center analysts.