HRIS, Customer Success Engagement Administrator

Mitsubishi Heavy Industries, Ltd.•Houston, TX

31d•Onsite

About The Position

Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a HRIS, Customer Success Engagement Administrator to join our team. This role is onsite and based out of our Houston, TX Headquarters in the Galleria District. ABOUT MITSUBISHI HEAVY INDUSTRIES AMERICA, INC. (MHIA): For over 130 years Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services are tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense and space systems sectors. Our culture embraces diversity and cooperation, and we promote a healthy balance of professional and personal development, ensuring that your ideas and expertise are valued and respected. SCOPE: The Customer Success Engagement Administrator serves as the first point of contact for inquiries and support requests directed to the team by global MHIA customers. This role is responsible for the triage of incoming tickets and communications, ensuring they are accurately categorized, prioritized, and routed to the appropriate team members for resolution. To do this effectively, the Engagement Administrator maintains a strong working knowledge of the team’s systems framework, including case management, payroll, time and attendance, and related business processes. The ideal candidate will have at least a minimum five (5) years of experience in HR systems, administrative, customer service, IT or office support role managing a high volume of inquiries through a shared email inbox, ticketing system, or case management platform is required.

Requirements

Education Requirement: High school diploma or GED required.
Experience: Minimum of five (5) years of experience in HR systems, administrative, customer service, IT or office support role managing a high volume of inquiries through a shared email inbox, ticketing system, or case management platform is required.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint)
Proactive and quick to learn HR processes, systems, and policies
Strong team collaborator with clear, professional communication skills
Able to assess and resolve routine issues independently using sound judgment
Highly organized with strong attention to detail and ability to track multiple requests
Consistently follows through on tasks and closes communication loops
Comfortable presenting information when needed

Nice To Haves

Bachelor’s degree in information technology, Human Resources, Business Administration preferred
Familiarity with basic HR functions (payroll, benefits, HR operations) is a plus
Experience with Human Resources software such as SAP SuccessFactors EC Preferred
Experience with payroll systems such as UKG Pro Suite is a plus
Process flow modeling experience

Responsibilities

Monitor and manage the MHIA C.A.R.E tool ticketing system, ensuring timely acknowledgment of all incoming inquiries and requests.
Categorize and prioritize C.A.R.E tickets based on urgency, subject matter, and complexity.
Assign or escalate tickets to appropriate team members or departments (Benefits, Payroll, Talent Acquisition).
Respond to general system inquiries directly, following standard operating procedures and policy guidelines.
Maintain clear, accurate, and professional communication within the ticketing system.
Maintain an understanding of end-to-end HR business processes and their relationship to system workflows and provide support for these processes as needed. Provide day-to-day customer service, triage, and system support to existing and new system users in support of timely and accurate data in applicable system(s).
Support the creation and maintenance of documentation and user guides.
Partner with the internal HR team, external teams, and/or vendors to research system issues and downtime and support activities on analysis/resolution.
Assist system team lead on organizational needs for system implementations, upgrades, new product research, and process improvements.
Support the engagement team with project management process including assessing business and application requirements, HR Operations process initiatives, change management, identifying security requirements, test plans, and coordinating test execution and implementation.
Assist with capturing and documenting non-functional requirements that are important to the user community (i.e. usability, learnability and reliability).
Support the drafting and editing of communication drafts and other general documentation.
This list of responsibilities is not all-inclusive, and an employee may be required to perform other relevant duties as assigned.