Specialist, AskHR Services

Universal Orlando•Orlando, FL

7d•Onsite

About The Position

JOB SUMMARY: Responsible for providing daily technical support and guidance to AskHR Services Team, Universal Orlando Resort (UOR) Team Members, Leaders, HR Business Partners and other HCM system users. Researches and resolves complex questions related to HR systems and services (including Payroll, Benefits, Reporting, etc.), escalating to subject matter experts when necessary. Creates and maintains regular AskHR Services data analytics and reporting. Work with the team to maintain and update the knowledge articles posted within the searchable knowledge database. Monitors and responds to Level II escalations related to HR policies, procedures, and a variety of requests for information or assistance. MAJOR RESPONSIBILITIES: Provides guidance and troubleshooting support for HR, Business Leaders, and Team Members related to all HCM transactions and various HR services (including Payroll, Benefits, Reporting, etc.), by demonstrating a strong understanding of HR systems and workflows established for Universal Destinations & Experiences (UDX) Orlando and NBCUniversal. Assists Team with Level II escalation inquiries related to HR policies, procedures, HR systems, benefits, payroll, and learning technologies. Additionally, serves as onsite back up to AskHR Services Leadership and coverage for Services Centers. Escalating to subject matter experts, when necessary, with follow up to ensure resolution and timely response. Creates comprehensive data analytics and reporting to show a wide variety of utilization metrics to include types of ticket inquiries, time submission of tickets, response turnaround time and other analytical data to identify trends, knowledge gaps, flow, etc. to support decisions regarding service strategies. Collaborate with Parks Technology, and HR Operations to support maintenance and enhancements of the AskHR Services technology platforms and tools. Create, update, and maintain knowledge articles within the Team Member self-service knowledge base. Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities. Perform other duties as assigned

Requirements

Bachelor’s degree in Human Resources Management, Business Administration, Computer Science, or a related field is preferred.
1+ year of relevant experience in a Human Resources / HCM data management / guest service environment; or equivalent combination of education and experience.
Must be knowledgeable in many aspects of Human Resources including policies, benefits, payroll, and regulations that govern Human Resources areas.
Ability to handle multiple priorities and consistently deliver quality customer service with high attention to detail in a timely fashion.
Requires strong problem-solving and troubleshooting abilities in a fast-paced environment.
Must be able to act with high levels of integrity while handling confidential and sensitive information with strict adherence to HIPAA standards.
This role is based in Orlando, Florida and may require travel to other NBCUniversal parks and properties on rare occasions for training and best practice sharing.
Proficient in assigned HR module.
Experience conducting analysis of business.
Able to communicate effectively with technical staff and with business partners.
Flexible and adaptable to learning and understanding new technologies and processes.
Knowledge of applicable data privacy practices and laws.
Strong written, oral, and interpersonal communication skills.
Ability to conduct research into software-related issues.
Self-motivated and directed.
Ability to communicate to all levels of the organization.
Keen attention to detail.
Hands-on experience executing test cases.
Ability to effectively execute tasks in a high-pressure environment.
Experience working both independently & in a team-oriented, collaborative environment.
Proven working experience with Microsoft Office Suite.

Nice To Haves

SAP, Success Factors, and/or UKG Pro/KRONOS knowledge is a plus.
Knowledge of SQL (preferred, but not necessary).

Responsibilities

Provides guidance and troubleshooting support for HR, Business Leaders, and Team Members related to all HCM transactions and various HR services (including Payroll, Benefits, Reporting, etc.), by demonstrating a strong understanding of HR systems and workflows established for Universal Destinations & Experiences (UDX) Orlando and NBCUniversal.
Assists Team with Level II escalation inquiries related to HR policies, procedures, HR systems, benefits, payroll, and learning technologies. Additionally, serves as onsite back up to AskHR Services Leadership and coverage for Services Centers. Escalating to subject matter experts, when necessary, with follow up to ensure resolution and timely response.
Creates comprehensive data analytics and reporting to show a wide variety of utilization metrics to include types of ticket inquiries, time submission of tickets, response turnaround time and other analytical data to identify trends, knowledge gaps, flow, etc. to support decisions regarding service strategies.
Collaborate with Parks Technology, and HR Operations to support maintenance and enhancements of the AskHR Services technology platforms and tools.
Create, update, and maintain knowledge articles within the Team Member self-service knowledge base.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
Perform other duties as assigned