HR Services Senior Associate - Manager Help Desk

enior Associate - Manager Help Desk

Job Summary

The HR Services Senior Associate - Manager Helpdesk is a skilled specialist that works on assignments requiring considerable judgement. Responsible for the execution of all HR services and processing queries up to Tier 2. May assist with special projects. Determines methods and procedures on new assignments.

Responsibilities

Life Cycle and System Updates

• Executes all Tier 1 and Tier 2 employee lifecycle change processes and additional Tier 2 processes, such as Payroll, Benefits, Compensation and LOA's

• Resolves atypical issues and is likely to act as a resource to others, utilizing knowledge to find the best solution to the employee's query

• Understands trade offs and when to escalate

• Is a skilled specialist at recognizing and providing solutions to employee questions

• Manages HR Systems data and files, ensuring accuracy, completion, and that all are up-to-date

• Reacts quickly to HR Systems updates and ensures data accuracy, engagement in system UAT

• Provides standard reporting to HR stakeholders and line manager

• Understands end-to-end processes deeply and can easily assist in all steps of a multiple step process. Supports full region and global processes

• Handles sensitive and/or complex queries

COE Process Expertise

• Has a specialized understanding of programs and COE processes

• Able to answer COE type queries, guideline managers and employees to relevant information and escalates if appropriate

• Able to handle complex COE processes

• May help in COE process design and project support

Operational Excellence

• Assists with and identifies maintenance of HRS knowledge library including replacement of translated content

• Facilitates knowledge base and multiple HR Systems navigation to resolve assignments requiring considerable judgement for employee and manager queries including Workday and the HR library

• Understands and executes on SLA and KPI's and helps distribute cases

• Provide excellent customer service, high quality resolution and consistent support of standard processes by following documented work instructions and ways of working guidelines. Recommends updates accordingly

• Understands, follows, and executes compliance requirements for reports and tasks for SOX, Employee Data Governance and other policy requirements

• Ensures data accuracy and integrity with all transactions, communications and stakeholder support

• Serves as first point of escalation or direction for operational process questions within the team and helps ensure others are following WOW, SLAs, KPIs etc.

Project Management

• Expected to participate in special projects for varying size

• Expected to participate in translations, as needed

Qualifications

• High school diploma/GED required

• 4+ years of related experience, or equivalent experience preferred

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.