Analyst, HR Operations (Puerto Rico)

Role overview

Workplace and eligibility

• The role is hybrid, with work regularly split between onsite and offsite; onsite time is determined in partnership with the manager.
• Eligible candidates must currently reside near Santa Isabel, Puerto Rico.
• U.S. citizenship is required because only U.S. citizens may access information under the program or contract.
• Written work instructions are available in English only.

Responsibilities

• Resolve inquiries through phone, email, chat, and case management with accurate, timely first-contact service.
• Interpret company and business-unit policies and explain them in a simplified manner.
• Create, recommend, and audit internal and external knowledge-base content.
• Use ServiceNow CRM, Workday, and other systems to answer questions, troubleshoot, and complete requests.
• Document and escalate cases following applicable processes and service-level agreements.
• Handle calls using telephony and interactive voice response technology.
• Educate employees about HR services and encourage self-service.
• Promote quality, compliance, and process improvement; collaborate across People Services to meet targets and metrics.

Required qualifications

• University degree or equivalent experience and at least 1 year of relevant experience.
• Previous HR shared-services experience or experience in a similar customer-facing environment.
• At least 1 year of experience using MS Office applications.

Desired qualifications

• One or more years of experience with HR policy or areas such as Compensation, Benefits, Payroll, or Talent Management.
• Experience with ServiceNow CRM, Workday, or ADP Enterprise.
• Desired strengths include problem solving, customer service, independent and team work, judgment, attention to detail, organization, and communication.
• Ability to work with sensitive and confidential material using sound business judgment and ethics.

Benefits

• The employer describes a total rewards package that may include healthcare, wellness, retirement, and work/life benefits.
• Listed examples include parental leave, flexible work schedules, achievement awards, educational assistance, and backup care.