HR Admin Assistant

Qualifications: Experience with HR Service Now/HR ticketing system support Strong email communication skills Prior Workday experience/support Ability to work 6%2B month contract on a full-time basis Ability to work staggered hours between 7am-7pm EST for ticketing support (40 hours per week expected, with potential for evening hours support) Responsibilities: The HR Help Desk/Employee 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 SGNA employeesincluding both deskless and desk-based populationsto 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 Service Now 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 within defined SLAs 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 Comments/Special Instructions The HR Service Center is 7am-7pm, but the individual will Not be working the entirety of that shift. The times will fluctuate based on support after 10/1 go live of Workday and HR Service Now. This is a NEW ticketing system for the organization and the role will help support anticipated uptick in submission requests. This is not a phone call center role, it is an email/HR ticketing system.