Senior Specialist, Employee Services

Your New Role:
We are searching for an Senior Specialist Employee Services to join the Global Business Services (GBS) People & Culture (P&C) team. In this role, the Senior Specialist provides efficient and highly informative first point-of-contact service to all employees, their managers and business partners. 
 
Focused on a seamless customer experience and great customer care, the Senior Specialist uses information from multiple systems and resources to respond to inquiries; provides navigational support to employees on self-service/HR tools such as Workday and ServiceNow and routing/escalating inquiries for advanced support. Using the case management system, the  Senior Specialist accurately processes, records, closes or escalates transactions in accordance with established service level agreements. This role collects required information or back-up documentation from employees or external customers. This includes tactfully asking customers probing questions to establish context and ensure the solutions offered or the escalation path is appropriate and most likely to succeed.  
 
The Senior Specialist role provides feedback internally, proposing new and effective ways to resolve problems and improve productivity (i.e., continuous improvement efforts), while maintaining broad knowledge of policies, procedures, and resources.  
 
Your Role Accountabilities:

• Analyze and resolve different types of requests from employees or clients.
• Handle inbound requests via phone, email, the HR-Portal, or other access channels. 
• Perform individual employee data transactions and data-entry in Workday and other systems. 
• Troubleshoot payroll and time off inquiries, recalculations, employment verifications (VOE/VOIs), direct deposit setups, pay and tax document re-issues, data updates, etc. 
• Provide support for self-service and P&C technology tools for employees and customers. 
• Ensure completeness of case notes, aligning with company and audit expectations.
• Assisting customers to increase awareness of self-service resources and promote self-sufficiency. 
• Ensure confidentiality information when processing transactions and addressing employee inquiries. 
• Perform and track administrative (no call) departmental tasks, including report reviewing, data updates, mailing, filing, sending correspondence, and records management. 

 
Qualifications & Experience:

• Bachelor’s degree in human resources or related field
• Fluent in English 
• Experience with Human Resources administrative or related experience required, preferably with supervisory responsibilities from a global entertainment environment.
• Must be able to maintain confidentiality and use confidential information appropriately.