Western Digital Specialist HR Operations 

Japan, Osaka Prefecture, Osaka 

227611984

Today’s exceptional challenges require your unique skills. It’s You & Western Digital. Together, we’re the next BIG thing in data.

1. First Point of Contact:

• Serve as the initial point of contact for HR-related inquiries via ServiceNow and Workday.
• 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.

11. Total Rewards and onsite support:

• Act as a single point of contact for our Total Rewards COE to execute programs, manage vendors, invoices, etc.
• Be the 'go to' person for our employees in China helping them with HR onsite support, managing employee files, administering onsite HR services.

To excel in this role, the ideal candidate should meet the following requirements:

• Bachelor's degree from a regionally accredited four-year college or university and a minimum of 2-3 years of relevant experience and/or training.
• Experience in HR Operations/HR Shared Services, demonstrating the ability to resolve simple and complex queries.
• Good understanding of Tiered HR Service model within HR Shared Services processes and practices.
• Collaborative mindset with exceptional team-player qualities, strongly focused on enhancing employee experiences and driving continuous process improvement.
• Preferred experience with Workday and ServiceNow Case Management.
• Demonstrated probing and problem-solving skills.
• Strong communication skills (Mandarin and English)
• Prior experience in the manufacturing industry is a plus.