HR Support Specialist

Job Description

Job Description

Job Title: HR Support Specialist (Hybrid)
Shift: M-F 7am-7pm

• Must have the ability to work staggered hours between 7am-7pm EST for ticketing support (40 hours per week expected, with potential for evening hours support)

Qualifications:

• Experience with HR Service Now/HR ticketing system support
• Strong email communication skills
• Prior Workday experience/support

Responsibilities:

• The HR Support Specialist serves as the first point of contact for employee HR and Payroll-related inquiries, providing timely and accurate support through a centralized ticketing system.
• This role focuses on resolving routine Workday, HR, and Payroll questions, processing standard transactions, prioritizing and assigning severity of requests, escalating non-standard issues to SMEs, and ensuring a consistent employee experience by following established policies, procedures, and service level agreements (SLAs).
• The position supports approximately 20,000 employees—including both deskless and desk-based populations—to resolve key HR & Workday questions.

Employee Support & Case Resolution

• Receive, document, and respond to employee HR and Payroll inquiries submitted through the HR ticketing system, HR Service Now

Provide Tier 1 support for questions related to:

• Workday tasks, navigation, and transactions
• Payroll and timekeeping
• Leave of absence and PTO
• HR policies and procedures
• HR systems and self-service tools
• Benefits and programs
• Deliver clear, professional, and customer-focused communication in all written interactions

Ticket Management & Escalation

• Accurately log, categorize, prioritize, and track cases in the HR ServiceNow platform
• Resolve routine and transactional inquiries independently using documented procedures and knowledge articles
• Identify issues requiring additional expertise and escalate cases appropriately to Tier 2 teams
• Monitor case status and follow up to ensure timely resolution

Knowledge Management & Process Support

• Utilize HR knowledge base articles and standard operating procedures to resolve cases
• Promote employee self-service by directing users to available tools and resources when appropriate
• Monitor the accuracy of knowledge base articles and partner with SMEs to update articles on an approved maintenance schedule to verify adherence to current HR and Payroll procedures