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HR Support Administrator (Employee Support)

Job Title
HR Support Administrator (Employee Support)
Job ID
Work Hybrid
Loveland,  CO
Other Location
Reporting to the Team Lead, HR Support Services, the HR Support Administrator is the first point of contact for all North America and Canada employees and HR colleagues needing answers or resources related to various Human Resources topics. Requests are received by telephone and ServiceNow cases submissions and emails. in relation to HR Primarily, inquiries supported are pertaining to HR Policies & Procedures, Pay, Benefits, Leaves and Retirement. Liaising with other HR Colleagues and Leaders to help resolve or escalate complex issues is common. Responsible for the day to day Transactional and Data Entry work call and case management within the HR Solution Center (HRSSC) by providing accurate and timely support within agreed team SLA’s and KPI’s.

What you will do:
• Act as first point of contact for all inquiries received by telephone or the case management system from Employees, Supervisors and HR colleagues in relation to HR or Payroll Policies and Processes
• Perform all job-event HR transactional and data entry changes (excluding HR Staff) for Hires (including I9 process and New Hire Benefit Enrollment), Position Changes, Pay Changes, Terminations and Retirements
• Provide guidance and support in relation to Benefit and Retirement questions, assist with enrollment and ensure that all appropriate paperwork and information is received. Support employees with password resets, walking through provider tools and help with technical issues where able
• Maintain employee-related data where Employee Self Service provision is unavailable
• Work with internal subject matter experts (SME’s) and other departments to resolve questions and provide context and guidance as needed and processing issues
• Provide support and educate employees on the use of systems such as myHR, Pay Stub Portal, EZ Labor, Workforce or third-party resources including Equifax (i.e. navigation, functional assistance)
• Maintain effective and accurate information received into the HR SSC via case management/call tracking system
• Manage and maintain employee files, electronic and physical hard copy formats
• Participate in HR SSC projects or support other HR colleagues as required
• Provide exceptional customer service to employees from a diverse organization that are seeking additional information relevant to HR Services, or redirecting as appropriate
• Achieve mastery of HR SSC knowledge by engaging in cross training activities to upskill your ongoing personal knowledge and experience of all areas within the HRSSC group
• Achieve a good understanding of HR policies and procedures to make administrative and procedural recommendations and exercise judgment on sensitive issues in alignment with corporate policy/regulations
• Support the ongoing development and continuous improvement initiatives within the HR Solution Center by participating in activities such as the review and update of process documentation and team ways of working
• Ensure that your work is managed effectively and efficiently through company systems and that
• You are adaptable and supportive of any new or changing technologies
• Safeguard employee privacy where appropriate, including confidentiality and protection of sensitive information

What you will bring:
• Diploma, Associates Degree or equivalent
• 2-3 years HR Administrative experience
• Excellent communication skills, including the ability to write clearly and succinctly in a variety of communication settings and styles
• Strong customer service experience orientation
• Ability to troubleshoot and respond to employee inquiries by telephone or email
• Strong attention to detail and ability to maintain accuracy in a fast-paced environment
• Proficient in Microsoft Office
• Experience working in a multi-cultural HR Shared Solution Center preferred
• SAP or SuccessFactors HR Master Data Experience
• SharePoint knowledge or HR Intranet understanding
• Experience with Canadian and/or US HR data, business rules and legislative requirements
• Understanding of State/Province pay regulations
• Experience utilizing Case Resolution/tracking Systems
• Demonstrated self-motivation, analytical, problem solving skills and initiative to achieve desired outcomes
• Wants to progress in career and prioritizes professional development further within a HR team
• Ability to manage multiple pieces of work simultaneously with strong results and goal orientation
• Excellent interpersonal and communication skills; comfortable working with multiple functions and in a multi-tasking, deadline oriented, team environment
• Solution-oriented with demonstrated ability to collaborate and build strong relationships with key stakeholders, peers and team members
• Willingness to continuously improve the performance of both one’s self and the HRSC SSC through continuous learning and self-development
• Ability to be flexible in terms of working schedule, with a potential requirement to work overtime or weekends during peak activity periods
• Ability to work as part of a fast-paced, deadline orientated team within an open plan corporate office environment


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