Human Resources Admin Assistant

Experience with HR Service Now/HR ticketing system support
Prior Workday experience/support
Ability to work 6+ month contract on a full-time basis
Ability to work staggered hours between 7am-7pm EST for ticketing support (40 hours per week expected, with potential for evening hours support)
The HR Help Desk/Employee Support Specialist serves as the first point of contact for employee HR and Payroll related inquiries, providing timely and accurate support through a centralized ticketing system.

This role focuses on resolving routine Workday, HR and Payroll questions, processing standard transactions, prioritizing and assigning severity of requests, escalating non-standard issues to SMEs, and ensuring a consistent employee experience by following established policies, procedures, and service level agreements (SLAs). The position supports approximately 20,000 SGNA employeesincluding both deskless and desk-based populationsto resolve key HR & Workday questions.

Receive, document, and respond to employee HR and Payroll inquiries submitted through the HR ticketing system, HR Service Now
Workday tasks, navigation, and transactions
Payroll and timekeeping
HR policies and procedures
HR systems and self-service tools
Deliver clear, professional, and customer-focused communication in all written interactions
Accurately log, categorize, prioritize, and track cases in the HR Service Now platform
Resolve routine and transactional inquiries independently using documented procedures and knowledge articles
Utilize HR knowledge base articles and standard operating procedures to resolve cases
Monitor the accuracy of knowledge base articles and partner with SMEs to update articles on an approved maintenance schedule to verify adherence to current HR and Payroll procedures
The HR Service Center is 7am-7pm, but the individual will Not be working the entirety of that shift.

The times will fluctuate based on support after 10/1 go live of Workday and HR Service Now. This is a NEW ticketing system for the organization and the role will help support anticipated uptick in submission requests. This is not a phone call center role, it is an email/HR ticketing system.