Note:This is a support role based out of Bangalore, India for the Americas region and hence involves night shifts.
1. First Point of Contact:
- Serve as the initial point of contact for HR-related inquiries via ServiceNow and Workday for Americas employees
- Address basic employee questions and issues, such as policy clarifications, benefit inquiries, and routine HR processes.
2. Case Management:
- Log, track, and manage all incoming HR inquiries and cases in ServiceNow.
- Ensure accurate and timely documentation of interactions and resolutions.
3. Basic Issue Resolution:
- Resolve straightforward HR inquiries and issues based on predefined guidelines and knowledge articles.
- Provide assistance with common HR tasks such as updating personal information, accessing pay stubs, and submitting time-off requests in Workday.
4. Knowledge Base Utilization:
- Utilize the knowledge base in ServiceNow & other online resources to find and provide accurate information and solutions.
- Contribute to the knowledge base by documenting new issues and solutions as they arise.
5. Escalation Management:
- Identify and escalate complex issues or inquiries to the Tier 2 team when they cannot be resolved at the Tier 1 level.
- Ensure proper handoff and communication when escalating cases to ensure a seamless employee experience.
6. Service Delivery:
- Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
- Maintain a high level of customer service and professionalism in all interactions.
7. System Navigation Support:
- Assist employees in navigating ServiceNow and Workday, providing guidance on how to use the systems effectively.
- Help employees locate necessary forms, documents, and information within the systems.
8. Data Entry and Updates:
- Perform data entry and updates in Workday as required, ensuring accuracy and compliance with HR policies.
- Verify and update employee information, process status changes, and maintain records.
9. Reporting:
- Generate basic reports from ServiceNow and Workday to track common issues, inquiry volumes, and resolution times.
- Provide insights to the Tier 2 team and management on recurring issues and areas for improvement.
10. Continuous Improvement:
- Participate in training sessions and team meetings to stay updated on HR policies, system changes, and best practices.
- Provide feedback on process improvements and contribute to the continuous enhancement of Tier 1 services.