Human Resources

People Partner Coordinator (HR Shared Services & Tier 1 Support)

BayOne SolutionsNormal, IL🇺🇸United StatesPosted Sep 25, 2026

Quick Overview

Salary

$20/hr

Seniority

Leader

Work mode

On Site

Location

Normal, IL, United States

Posted

1 week ago

Employee RelationsHRISOnboardingPayrollWorkdayiCIMS

Job Description

JOB TITLE: People Partner Coordinator (HR Shared Services & Tier 1 Support)
Pay Range (USD): $20/hr. W2 - $26/hr. W2
REQUISITION DETAILS: Direct Fill | 100% Onsite
DEPARTMENT: People Operations / People Solutions
WORKSITE LOCATION: Onsite (Plant / Regional Headquarters)
WORKING HOURS: Standard Shift: 8:00 AM – 4:30 PM (Must flex to 9:30 AM – 6:00 PM for late chat coverage; overtime as needed during peak cycles)
Position Overview:
Client is looking for an energetic, empathetic, and system-savvy People Partner Coordinator to serve as the frontline operational ambassador for our workforce. Operating as part of our People Solutions / HR Shared Services team, you will act as the primary Tier 1 point of contact for employee inquiries across benefits, payroll, HR policy, people systems, and life-event transitions.
In this high-volume, omnichannel support role, you will triage, diagnose, and resolve employee cases via ServiceNow ticketing, live chat, and physical walk-ups. You will leverage enterprise systems like Workday to process employee transactions, utilize Knowledge Base (KB) response templates to drive resolution accuracy, and know exactly when and how to escalate complex issues to Tier 2 Centers of Excellence (COEs) and People Partners.
Key Responsibilities:
1. Omnichannel Tier 1 Employee Support

Frontline Resolution: Serve as the first point of contact for employee inquiries spanning benefits, payroll, company policy, system access, and general HR workflows across multiple channels (ServiceNow cases, live chat queues, and physical walk-ups).
End-to-End Case Operations: Triage incoming requests, diagnose root causes, process transactional updates, document case details thoroughly, and close out tickets in full alignment with established Service Level Agreements (SLAs).
Quality & CSAT Standards: Maintain exceptionally high Customer Satisfaction (CSAT) ratings and First-Contact Resolution (FCR) rates while safeguarding sensitive employee PII and maintaining strict confidentiality.

2. HRIS & Case Systems Administration:

System Execution: Confidently navigate Workday to research worker records and process key employee lifecycle transactions (onboarding tasks, job changes, organization updates, offboarding steps).
Ticket Management: Manage daily case flows inside ServiceNow (or similar enterprise ticketing suites), ensuring proper categorizations, clear case logging, and accurate status tracking.
Knowledge Management: Utilize response templates and Knowledge Base (KB) articles to maintain consistency at scale; flag outdated content and propose updates to keep knowledge tools accurate.

3. Escalation Governance & Continuous Improvement:

Smart Escalation: Identify high-risk issues, exercise sound operational judgment, and partner seamlessly with Tier 2 COEs (Payroll, Benefits, Leaves/LOA, Employee Relations) and People Partners when issues require deep subject-matter expertise.
Process Optimization: Monitor recurring ticket patterns, identify underlying root causes or systemic bottlenecks, and suggest workflow or self-service automation opportunities to streamline employee support.

Minimum Qualifications:

Experience: 2+ years of hands-on experience in an HR Shared Services, HR Operations, Contact Center, or high-volume employee/customer support environment.
System Fluency: Direct experience using enterprise HRIS platforms (Workday, iCIMS, or similar) alongside modern case management/ticketing tools (ServiceNow, Zendesk, or similar).
Omnichannel Capability: Comfort managing simultaneous support channels, including live chat queues, ticketing platforms, and in-person walk-ups in a fast-paced environment.
Shift Flexibility: Ability to work the core 8:00 AM – 4:30 PM shift while maintaining schedule flexibility to flex into 9:30 AM – 6:00 PM rotations for late-shift chat coverage and overtime during peak business cycles.
Communication & Discretion: Exceptional written and verbal communication skills; proven track record of handling confidential HR data with sound judgment.

Preferred Qualifications:

Prior experience supporting payroll or employee benefits inquiries in a manufacturing, engineering, automotive, or tech environment.
Hands-on experience authoring or updating Knowledge Base (KB) articles and standard operating procedures (SOPs).
Prior experience working in high-volume contact center workflows with strict SLA and CSAT metrics.

Applied Skills:
Omnichannel Case Triage & Ticket Routing (ServiceNow)
Workday HRIS Transaction Management
Tier 1 Escalation Governance & Risk Judgment
Knowledge Base (KB) Utilization & Macro Authoring
SLA Tracking & CSAT Performance Optimization
Tier 1 Payroll & Benefits Inquiry Troubleshooting
In-Person De-escalation & Walk-up Support
Employee PII Security & Data Confidentiality
End-to-End Onboarding & Offboarding Lifecycle Execution
Root-Cause Trend Analysis & Process Improvement