Analyst, HR Operations (Puerto Rico)

Role overview

What you will do

• Resolve employee, manager, and HR professional inquiries accurately and promptly by phone, email, chat, and case management.
• Interpret policies and procedures and explain them in accessible language.
• Create, recommend, and audit internal and external knowledge-base content.
• Use online systems such as ServiceNow CRM and Workday to respond, troubleshoot, and complete requests.
• Document and escalate cases according to processes and service-level agreements.
• Handle calls and inquiries using telephony and interactive voice response systems.
• Explain available HR services and promote self-service.
• Support quality, compliance, process improvement, and team service targets.
• Meet internal quality standards and goals; follow company policies and protect compliance.

Required qualifications

• Typically, a university degree or equivalent experience and at least one year of relevant experience.
• Previous experience in an HR Shared Services center or a similar customer-facing environment.
• At least one year of experience working with MS Office applications.

Desired qualifications

• One or more years of experience with HR policy or expertise in compensation, benefits, payroll, or talent management is desired.
• Experience with ServiceNow CRM, Workday, or ADP Enterprise is desired.
• Problem-solving and customer service skills, independence and teamwork, good judgment, attention to detail, organization, communication, and ethical handling of confidential material are desired.

Work location

• This is a hybrid role requiring regular work both onsite and offsite.
• Eligible candidates must currently reside near Santa Isabel, Puerto Rico.
• Written work instructions for daily activities are available in English only.

Role context

Benefits

• The employer describes compensation, healthcare, wellness, retirement, work-life benefits, development programs, and recognition.
• Listed benefits include parental leave, flexible work schedules, achievement awards, educational assistance, and backup care.