Western Digital Specialist HR Operations ServiceNow 

Japan, Osaka 

401948574

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.

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 (Local and English language)
• Prior experience in the manufacturing industry is a plus.