HR Shared Service Coordinator

Premier Staffing Solution • Normal, IL

10d

About The Position

Position Summary: We are seeking a detail-oriented and service-driven professional to provide Tier 1 HR support to employees across a wide range of people-related topics. This role is responsible for delivering timely, accurate, and high-quality support while ensuring a positive employee experience. The ideal candidate is organized, proactive, and comfortable working with HR systems and case management tools. Key Responsibilities: Serve as Tier 1 support for employee inquiries related to benefits, payroll, compensation programs, HR systems, policies, and general HR topics via case management, chat, and occasional in-person support Manage cases end-to-end by triaging, diagnosing, resolving or routing issues, documenting actions clearly, and ensuring timely follow-up and closure Utilize HR systems and tools (e.g., ServiceNow, Workday, iCIMS or similar platforms) to research inquiries, process transactions, and maintain accurate records Leverage response templates and knowledge base articles to provide consistent and scalable support; recommend updates to improve clarity and usability Identify and escalate complex or high-risk issues appropriately, collaborating with Centers of Excellence (COEs) and HR/People Partners for Tier 2 support Support key employee lifecycle processes such as onboarding, job changes, and offboarding with a focus on accuracy, efficiency, and employee experience Meet established service level agreements (SLAs), customer satisfaction (CSAT) goals, and first-contact resolution targets while maintaining confidentiality and compliance Identify trends, recommend process improvements, and contribute to automation initiatives to enhance service delivery and efficiency

Requirements

• Minimum of 2+ years of experience in HR shared services, People Operations, or high-volume employee/customer support environments
• Proficiency with HRIS platforms and case management/ticketing systems (e.g., ServiceNow, Workday, iCIMS, or similar tools)
• Strong written and verbal communication skills with the ability to simplify complex information, document clearly, and tailor messaging to diverse audiences
• Demonstrated sound judgment and discretion when handling sensitive and confidential information
• High attention to detail with strong organizational skills and consistent follow-through
• Ability to work effectively in a fast-paced, dynamic, and sometimes ambiguous environment with a proactive, solutions-oriented mindset
• Strong prioritization and time management skills with the ability to adapt quickly and drive tasks to completion
• Demonstrated professionalism and ability to maintain confidentiality at all times

Nice To Haves

• Experience supporting benefits, payroll, or related HR functions
• Experience creating and maintaining knowledge base content or documentation
• Familiarity with contact center operations, including chat-based support workflows
• Flexibility to support varying shifts or peak business cycles
• Background in HR support, shared services, or customer service environments
• Strong problem-solving skills and a continuous improvement mindset

Responsibilities

• Serve as Tier 1 support for employee inquiries related to benefits, payroll, compensation programs, HR systems, policies, and general HR topics via case management, chat, and occasional in-person support
• Manage cases end-to-end by triaging, diagnosing, resolving or routing issues, documenting actions clearly, and ensuring timely follow-up and closure
• Utilize HR systems and tools (e.g., ServiceNow, Workday, iCIMS or similar platforms) to research inquiries, process transactions, and maintain accurate records
• Leverage response templates and knowledge base articles to provide consistent and scalable support; recommend updates to improve clarity and usability
• Identify and escalate complex or high-risk issues appropriately, collaborating with Centers of Excellence (COEs) and HR/People Partners for Tier 2 support
• Support key employee lifecycle processes such as onboarding, job changes, and offboarding with a focus on accuracy, efficiency, and employee experience
• Meet established service level agreements (SLAs), customer satisfaction (CSAT) goals, and first-contact resolution targets while maintaining confidentiality and compliance
• Identify trends, recommend process improvements, and contribute to automation initiatives to enhance service delivery and efficiency

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees