HRSSC Helpdesk Analyst

Primary Directive:

Responsible for providing inquiry and transaction support to employees, managers, HR Business Partners and HR professionals throughout the enterprise.

The WFA Analyst main tasks/ responsibilities include, but are not limited to:

• Responsible for providing Tier 1 assistance on HR-related inquiries to Johnson Controls employees across the Enterprise, including inquiry resolution and transaction processing both telephonically and by email.  Tier 1 may be assigned to one or more functional areas as part of their responsibilities and perform a variety of activities both front and backstage (first point of contact or transactional support).
  • On Call enquiry support for:
    • HR transactions (Pre onboarding, onboarding, exits, transfers, benefits administration, etc.)
    • Employee, Job and Data changes
    • Compensation Changes
    • Job Requisitions support for Managers
    • LMS query redressal
• General HR questions when employees are looking for policies and procedures.
• Navigation support for Workday and Portal.
• Escalation of security access to Portal to HR Technology Enablement (HR Atlas portal team).
• Routing of calls to appropriate support owner when service is not provided by HRSSC (The HR Ops, Managers, Payroll helpdesk, etc.).
• Creation of Employment certification letters for HR to distribute further.
• Follow up with Managers, HR, and employees on pending transactions.
• Responsible for register the interaction with the caller and tracking the solution via the ticketing system Microsoft Dynamic CRM, when follow up or escalation to Tier 2 is required.
• Accomplish the Call Management Framework & KPIs for calls and cases.
• Effectively review and process HR service requests and transactions related to HR specialties with a high degree of accuracy and adherence to procedures.
• Perform basic transactional processing activities to support Tier 2 area:
  • Requisitions creation and follow up to approvals.
  • Update and maintain employee data in the HRIT/HRIM/Functional or system of records.
  • Maintain employee personnel files for current and former employees.
  • Help on employment verification requests.
  • Perform other HRSSC related duties as assigned.

Requirements

Education (technical and/or commercial)

• Bachelor’s degree in HR, or related field required

• Desirable 5 years+ working experience in a HR Service Center. Inbound experience is a must.
• High English Proficiency (written and spoken), capable of delivering presentations and coordinating work teams in English.
• Excellent oral and written communication skills and interpersonal skills.
• Ability to work in multiple activities and systems successfully and simultaneously.
• Ability to understand and successfully develop partnerships with customers.
• High Customer Service orientation.

• Desirable experience in Core HR operations processes.
• Desirable experience in Workday / Microsoft CRM Dynamics.