Specialist, AskHR Services

Universal Orlando•Orlando, FL

1d•Onsite

About The Position

Responsible for providing daily technical support and guidance to the AskHR Services Team, Universal Orlando Resort (UOR) Team Members, Leaders, HR Business Partners, and other HCM system users. This role involves researching and resolving complex questions related to HR systems and services, including Payroll, Benefits, and Reporting, escalating to subject matter experts when necessary. The Specialist will also create and maintain regular AskHR Services data analytics and reporting, assist in maintaining and updating knowledge articles in the searchable knowledge database, and monitor and respond to Level II escalations related to HR policies, procedures, and various requests for information or assistance.

Requirements

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.

Nice To Haves

SAP, Success Factors, and/or UKG Pro/KRONOS knowledge is a plus.
Bachelor’s degree in Human Resources Management, Business Administration, Computer Science, or a related field is preferred.

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.