HRSC Data Coordinator II - HR Technology

Children’s Hospital of Philadelphia•Philadelphia, PA

1d•$30 - $38

About The Position

The HR Service Center (HRSC), Service Center Rep – Data Coordinator II, HR Technology is responsible for providing tier two resource support for CHOP's HR Technology systems. This role will be part of a team that serves as the first point of contact (phone, email, chat) for HR customers. The HRSC Rep – Data Coordinator II will have a strong focus on service delivery excellence within the established service level agreement as well as other routine HR data processing and administration related tasks. The ideal candidate will have excellent interpersonal, listening, verbal and written communication skills; must be detailed oriented; and interact effectively with all levels of staff and management.

Requirements

High School Diploma / GED Required
At least one (1) year relevant customer service experience Required
Ability to provide empathetic service in a fast paced environment
Strong communication skills (written and verbal)
Strong organizational skills, self-motivated and results driven
Effective time management and prioritization skills
Ability to adhere to policy in the maintenance of confidential information
Ability to navigate HR systems (Case Management, Knowledge Management, Portal, IVR)
Knowledge and understanding of overall HR policies, processes and procedures
Ability to escalate issues or gaps discovered in process/policy

Nice To Haves

Bachelor's Degree Human resources or a related field Preferred
At least one (1) year working in HR operations or field HR Preferred

Responsibilities

Acts as a Tier II point of contact for HR Systems-related customer requests (inquiries and issues) and escalates to appropriate HR Technology subject matter expert when required
Answers and resolves HR customer requests including navigational support and processing of corrective transactions when required
Demonstrates working knowledge of the portfolio of HR Systems
Maintains customer contact until request is resolved, including informing customer of status and resolution
Completes various mass data uploads and periodic data audits as required.
Provides accurate, consistent, and timely responses to HR Systems requests that are both routine and nonroutine, and research requests further when required
Attend regular meetings with the HR Technology team for knowledge sharing and to act as a conduit between the HR Service Center and HR Technology teams.
Utilizes knowledge base tool to provide consistent answers to customers and drafts knowledge articles based upon recent cases
Educates customers on best practices and tools (e.g., HR Service Portal, Employee Self-Service, Manager Self-Service) available
Refers complex cases requiring interpretation to the appropriate Specialist or HR Functional team if additional research or expertise is required
Establish regular meetings with departmental team(s) to address complex cases and best practices for case resolution
Supports a continuous improvement environment by raising issues, escalating concerns and being an agent of change
Maintains adherence to all audit/compliance and regulatory requirements
Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude
Contributes positively to the team through the sharing of knowledge, ideas, and active participation in meetings
Achieves operational metrics in support of the delivery of the HRSC service level agreements
Collaborates with the HR technology team on technical support as required
Other projects and initiatives as determined by the needs of the business