HRSC Specialist Tier 2

Sunbelt Rentals, Inc.•Fort Mill, SC

2d•$27 - $37

About The Position

Sunbelt Rentals is seeking an HRSC Specialist Tier 2 to join their team. This role involves receiving, triaging, and resolving complex HR inquiries from employees using the ServiceNow case management system. The specialist will utilize HR systems like ServiceNow and Workday to answer questions, handle escalated Tier 1 cases (payroll discrepancies, training, HRIS issues), and collaborate across functions for timely resolution. Key responsibilities include analyzing case trends, recommending process improvements, documenting processes, supporting HR system upgrades, and troubleshooting technical HR issues with IT and HRIS. The role requires adherence to service level agreements (SLAs), productivity standards, and quality metrics, ensuring accurate and timely resolution of HR inquiries and transactions. Processing and entering transactions in Workday, maintaining data accuracy, supporting data validation, and contributing to the improvement of HR Services, processes, and procedures are also crucial. The specialist will educate team members on available tools and encourage self-service, demonstrating customer obsession and exceptional service with a focus on First Contact Resolution. Adherence and enforcement of company policies are essential for compliance.

Requirements

2 - 4 years of HR Shared Services, HR Operations, HRIS, Payroll, Benefits, or Employee Relations experience.
Advanced experience with Workday, ServiceNow, or similar HR technology platforms.
Experience handling escalated employee cases and complex HR transactions.
Strong analytical and problem-solving abilities with experience conducting root cause analysis.
Demonstrated ability to interpret HR policies and procedures while exercising sound judgment.
Excellent communication, stakeholder management, and customer service skills.
Experience supporting process improvement initiatives and system implementations.

Responsibilities

Receive, triage and resolve complex, inquiries received from employees through our case management system ServiceNow.
Utilize different HR systems such as ServiceNow and Workday to answer employee questions.
Handle escalated Tier 1 cases such as payroll discrepancies, training, and HRIS issues, partnering across functions to drive timely resolution.
Analyze case trends and root causes to reduce repeat issues, Make recommendations for process improvements and implement enhancements.
Document processes, update and maintain knowledge articles to enhance service delivery.
Support system upgrades for HR systems, enhancements, and implementation activities, including testing and SOP documentation.
Troubleshoot and escalate technical HR issues from the HR Service Center in collaboration with IT and HRIS.
Adhere to established service level agreements (SLAs), productivity standards, and quality metrics while ensuring timely and accurate resolution of HR inquiries and transactions.
Process, enter and approve transactions in Workday, maintaining accurate data entry (hire date, location & address changes, legal names changes, etc.).
Support data validation, and ongoing data integrity efforts to ensure accuracy and compliance.
Contribute to improving HR Services, processes and procedures to streamline and increase customer experience.
Educate team members of HR Shared Services on the tools available to them and encourage self-service tools such as Support Hub and Workday.
Demonstrate customer obsession and exceptional customer service with team members (First Contact Resolution focused).
Adhere and enforce policies to ensure compliance with Sunbelt Rentals internal policies and procedures.