HR & Operations Service Center Representative

Job Description

Job Description

Title: HR & Operations Service Center Representative
Organization: World-renowned Academic Medical Center & Research Institute
Location: New York, NY (Hybrid: Remote Nov Dec; 100% On-Site Jan Feb; Remote/Hybrid starting March)
Employment Type: 6-Month Contract (Full-Time, 37.5 hrs/week, Mon Fri)
Pay Rate: $22.25/hr
Shift: Assigned 8:00 AM 4:00 PM or 11:00 AM 7:00 PM
Mandatory Go-Live Availability: Required on-site availability Dec 31, Jan 1, Jan 2, Jan 3, Jan 9, and Jan 10.

Role Overview
Tier 1 Service Center Representative supporting 20,000+ clinical and non-clinical staff at a major NYC academic health system during an enterprise-wide Workday transformation. Serves as the first point of contact for employee inquiries spanning HR, Finance, and Supply Chain, prioritizing First Touch Resolution and accurate ticket triage.

Key Responsibilities

• Tier 1 Inquiry Resolution: Handle inbound calls, emails, and service requests related to Workday ERP/HCM, HR policies, basic Finance, and Supply Chain workflows.
• Cross-Functional System Support: Assist end-users with navigation, self-service tools, and transaction execution in Workday (Recruiting, Payroll, Benefits, Absence, Finance, Procurement).
• Case Triage & Escalation: Document inquiries in the case management system, resolve standard issues, and escalate complex technical or policy matters to Tier 2 units.
• Go-Live & Hypercare Support: Provide targeted support during system cutover phases, end-user testing, and scheduled go-live windows.
• Knowledge Utilization: Guide staff toward self-service documentation and assist in identifying process bottlenecks or recurring system issues.

Qualifications

• Education: High School Diploma or GED required; Associate degree in HR, Communications, or Business preferred.
• Experience: 1 2 years in a centralized service center, help desk, or shared services environment. Experience in healthcare or large institutional settings preferred.
• Systems Expertise: Direct experience with Workday HCM/ERP or equivalent enterprise software.
• Functional Scope: Prior exposure handling Finance, Supply Chain, or Procurement inquiries alongside general HR support is strictly preferred.
• Location: Must live within commuting distance of NYC and commit to all required on-site shifts and go-live schedules.