HR Admin Assistant

HR Help Desk/Employee Support SpecialistThe 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 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 NowProvide Tier 1 support for questions related to:Workday tasks, navigation, and transactionsPayroll and timekeepingLeave of absence and PTOHR policies and proceduresHR systems and self-service toolsBenefits and programsDeliver clear, professional, and customer-focused communication in all written interactionsTicket Management & Escalation:Accurately log, categorize, prioritize, and track cases in the HR Service Now platformResolve routine and transactional inquiries independently using documented procedures and knowledge articlesIdentify issues requiring additional expertise and escalate cases appropriately to Tier 2 teamsMonitor case status and follow up to ensure timely resolution within defined SLAsKnowledge Management & Process Support:Utilize HR knowledge base articles and standard operating procedures to resolve casesPromote employee self-service by directing users to available tools and resources when appropriateMonitor 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 proceduresQualifications:Experience with HR Service Now/HR ticketing system supportStrong email communication skillsPrior Workday experience/supportAbility to work 6+ month contract on a full-time basisAbility to work staggered hours between 7am-7pm EST for ticketing support (40 hours per week expected, with potential for evening hours support)Benefits: (employee contribution) Health insurance Health savings account Dental insurance Vision insurance Flexible spending accounts Life insurance Retirement plan All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.