HR Service Center Specialist

GAF•Parsippany, NJ

17h•Hybrid

About The Position

The HR Service Center Specialist is responsible for the administration and coordination of human resources services throughout the employee lifecycle. This position provides professional support to employees regarding benefit programs, leave of absence (LOA) navigation, and general HR policies, ensuring compliance and high-quality service delivery.

Requirements

3+ Years in HR Operations Benefits Administration, and/or HR services environment.
Strong understanding of FMLA/ADA and state-specific paid leave programs.
Experience with HRIS platforms (e.g., Workday, SAP) and case management tools (e.g., ServiceNow).
Strong interpersonal skills with the ability to communicate complex policies effectively across all organizational levels.
Ability to analyze data and improve workflows for better service delivery.

Nice To Haves

Bilingual Spanish

Responsibilities

Manage the end-to-end resolution of employee inquiries via ticketing systems, telephone, and email, providing timely, accurate, and professional service on company policies, benefits, payroll, and reimbursements.
Actively monitor and accurately track information about all employee calls and follow-up activities utilizing the cloud-based phone system.
Oversee knowledgebase inventory via the Servicenow HR Service Delivery portal.
Utilize ticketing tools to document inquiries, ensure service level agreements (SLAs) are met, and escalate complex issues to specialists.
Identify bottlenecks in HR operations, update knowledge base articles (KBAs), and assist in improving self-service tools for employees.
Administer daily benefit operations of the company’s health and welfare plans, including processing enrollments, terminations, and Qualifying Life Event (QLE) changes. Leverage external partners and administrators to the greatest extent possible.
Knowledge of processing QDRO, QMSCOs, and COBRA benefits.
Collaborate with vendors to resolve issues, such as enrollment, eligibility, claim and all other benefit-related issues.
Facilitate the annual Open Enrollment cycle, including system testing, drafting communications, and conducting information sessions (ie., plant visits as needed).
Act as an advisor on all leave types (FMLA, ADA, Parental, Disability and Workers Comp), provide guidance to employees on procedures and regulatory requirements while collaborating with Payroll and HR Partners to ensure accurate coordination.
Liaise with external vendors and brokers to resolve escalated claims or eligibility discrepancies.
Manage and deliver HR transactional support as a Workday Super User, encompassing onboarding, password resets, requisitions, life events, job changes, compensation changes, manager reassignment, supervisory organization management, and offboarding.
Maintain accurate records within the HRIS to ensure compliance with ERISA, HIPAA, and COBRA regulations, and perform regular audits of benefit deductions and leave statuses.
Process transactions in the HR Information System (HRIS), including new hires, terminations, promotions, and payroll changes with high accuracy.
Drive continuous improvement of HR Services through the timely resolution of requests and evaluation of process improvements to streamline the overall employee experience.
Work both autonomously and in a team environment to provide support to Business Partners, Payroll, and Centers of Excellence.
Assist with other HR-related projects as needed.