HR Services Specialist

About the Role:
The HR Specialist is an advanced support role responsible for executing medium complexity HR transactions and resolving Tier 2 cases using established processes and playbooks.
What You'll Do:
This role operates with a degree of independence within established SOPs, managing moderately complex and multi-step HR cases across services. The position is responsible for resolving escalated inquiries, applying policies and procedures within defined guidelines, and exercising judgment in non-standard scenarios, while escalating ambiguous, high-risk, or exception-based cases to Tier 3 (COE) for guidance and resolution. The role also serves as a resource to Tier 1 team members and supports operational activities, including onboarding processes and system-related testing in Workday and ServiceNow.

• Manage and resolve moderately complex and multi-step HR cases across systems, ensuring accurate and timely outcomes in accordance with established policies and procedures.

• Serve as an escalation point for Tier 1, providing guidance and support on non-standard inquiries and case handling.

• Conduct return-to-work follow-ups, including confirming return dates, validating required documentation, and coordinating with relevant stakeholders.

• Administer Form I-9 completion and verification processes, ensuring accurate documentation and compliance with employment eligibility requirements.

• Execute termination and separation workflows, including generation of separation documentation, coordination of final pay and benefits, and response to unemployment claims.

• Assist with employee relations investigations by documenting discussions, maintaining accurate records, and ensuring adherence to confidentiality and data handling standards.

• Coordinate onboarding activities, including facilitation of Day 1 orientation and support of onboarding-related processes.

• Coordinate and deliver HR-related employee communications on behalf of Centers of Excellence (COEs), ensuring messaging is accurate, timely.

• Ensure data accuracy and completeness across HR systems and case records, maintaining audit readiness and compliance with regulatory and company requirements.

• Log, manage, and resolve ServiceNow cases within defined SLAs, ensuring proper documentation, categorization, and case progression.

• Partner with HRBPs, Legal, Payroll, IT, and COEs to complete transactions and resolve escalated cases, escalating ambiguous, high-risk, or policy-driven scenarios to Tier 3 (COE) as appropriate.

• Administer CJIS processes, including distribution and handling of application materials, tracking status updates, and coordinating with state police to ensure timely and compliant processing.

• Perform quality checks on transactions and cases, identifying errors and trends.

• Monitor contingent workforce data for accuracy and ensure timely updates and compliance with assignment terms.

• Identify recurring issues or process gaps and provide structured feedback to management and HR Operations Excellence.

• Participate in user acceptance testing (UAT), process validation, and system-related initiatives (e.g., Workday, ServiceNow).

• Create and optimize Tier 1 response templates in ServiceNow, improving response quality, consistency, and resolution speed for high-volume support requests.

• Execute processes consistently within established SOPs and work instructions, while identifying gaps or inconsistencies and supporting updates and adoption of improved processes.

• Support ad hoc projects and initiatives by executing assigned tasks, contributing to process updates, and assisting with implementation activities.

What You'll Need:

• Bachelor’s degree in Human Resources, Business Administration, or related field (or equivalent experience).

• 2–4 years of experience in HR operations, shared services, or employee lifecycle administration.

• Strong experience with HR systems such as Workday and ServiceNow.

• Experience handling employee lifecycle transactions preferred.

• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

 
Bonus Points:

• Advanced HR systems proficiency.

• Strong process execution and consistency.

• High-volume case management capability.

• Analytical and structured problem-solving.

• Strong attention to detail.

• Ability to manage cross-functional workflows.

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