HR SERVICES ANALYST I

Job Overview

TE's HR Services teams provide direct support to employees, other HR groups and management as part of a centralized function to handle a variety of HR-related transactions. They receive and respond to requests concerning HR policies/programs, appropriately routes requests from employees to others for additional information and may respond to practices inquiries via online resources and/or telephone. The team also processes various paper and electronic forms related to documenting HR activities such as new-hire onboarding, change-of-status, benefits, termination of employment, etc. 

What your background should look like:

POSITION SUMMARY
Provides support to employees, other HR groups and management.  Analyzes and answers escalated and complex HR-related inquiries and process HR-related transactions in areas such as new-hire onboarding, change-of-status, benefits, termination of employment, etc.  
Key responsibilities include:
•    Serves typically as a first contact point for customers with HR inquiries/requests.
•    Conducts necessary classification, manages inquiries in Case Management System, maintains accurate records and transfers inquiries to other parties within HR Services or outside of HR Services (HRBP/HRSP, COEs) as appropriate.
•    Diagnose problems and lead correction across stakeholders, including HRBP/HRSP, COEs and others.
•    Identifies and escalates priority issues and routes to appropriate team for quick resolution.
•    If necessary, follows up on inquiries to ensure timely and accurate response and resolution to all requests  
•    Solve problems that are unstructured and that may require reliance on conceptual thinking.
•    Provides solutions to issues that are often non-standard/non-routine and require some clarification.
•    Identifies and implements process improvements to enhance service delivery.
•    Works with Content Management Team to develop and update desktop procedures, scripts, FAQs, job aids to ensure a consistent experience for customers.
•    Ensures all activities are carried out as per the standard operating procedures (SOPs) of HR Services.  
•    Ensures compliance with all relevant quality and statutory policies, procedures and controls in the region to guarantee employee adherence and legislative compliance. 
•    Is an escalation point to other HR Services employees to resolve complicated or sensitive tasks, providing knowledge transfer where possible.

REQUIRED EXPERIENCE/HR FUNCTIONAL KNOWLEDGE
•    Associate degree or above; 
•    Typically requires 1-3 years of experience in customer-service work environments combined with a good level of knowledge and use of supporting HR systems and tools.
•    Excellent oral and written communication skills. Ability to communicate effectively to a variety of audiences.
•    Accuracy and attention to details.
•    Ability to manage priorities against tight deadlines.
•    Effective problem-solving skills.
•    Strong customer service orientation.
•    Proficient with MS Office.
•    Familiarity with Sharepoint or other Knowledge Management System.

Competencies