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HR Shared Services Consultant II

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Charlotte, NC, United States
Job ID: 7365
Job Family: Human Resources
Status: Full Time
Shift: Day
Shift Details: Regular
Department Name: 51011028342314-Human Resources Shared Services - Call Center
Location: Atrium Corporate Operations


Job Summary

Provides consultative, implementation change management and technology related services and support for HR Shared Services operations, projects, and to the overall service delivery model, which supports leaders and teammates. 

Essential Functions

  • HR Service Center (HRSC) Operational support:
    • Training materials and change management efforts for process/technology/system changes
    • Maintain case management guidelines & governance structure
    • Tier I Scope alignment and maintenance
    • Create and maintain efficiency tools and techniques for the HRSC 
    • Ad-hoc case escalations and research
    • HRBP Core Connect escalation triage work 
    • Establishing new Tier II COE partners 
    • Consulting on process improvement initiatives across service delivery model 
    • Partnering with Communication team for improved access to HR information and Tier 0 resources. 
  • Reporting: 
    • HR Service Center weekly & monthly SLA metrics report (volume, performance, productivity, and insight reports) 
    • ServiceNow Case Management data 
    • Cisco Finesse reporting about Call data 
    • Support for Data management and HR Leave admin. teams
    • Ad-hoc ServiceNow report requests 
    • Ad-hoc CORE Connect reporting to identify trends and scope of impacted populations.  
    • Volume and staffing projections 
  • ServiceNow Administration:
    • Adding/Removing users from assignment groups 
    • Tier I & Tier II Training (managing materials, initial training, and on-going support)
    • Designing enhancement & change requests to the HR ServiceNow platform for improved service delivery (Tiered support model) and customer experience.  
      • Customer satisfaction surveys, notification verbiage
      • Case for fields, First Contact Resolution state, Category/Subcategories, tags
    • SN Knowledgebase article maintenance & oversight 
  • Cisco Finesse/IVR Menu:
    • Working with IAS partners, manage and maintain  new/updated menu options including up front message to IVR

Physical Requirements


Work requires typing, filing, use of telephone and sitting for prolonged periods of time. Stretching, bending, reaching, pushing and pulling are required a moderate amount of the time. May lift and carry up to 40 pounds on an intermittent basis. Some standing and walking is required. Must speak and understand English fluently. Must demonstrate the ability to communicate and concentrate effectively. Good hearing is required for related communications.

Education, Experience and Certifications

Bachelor’s Degree required. 3 years of related experience required. HR certification (i.e., CCP, PHR, SPHR or CEBS) preferred based on role. Has excellent oral and written communication skills. Has strong computer and customer service skills. Proficient in Microsoft applications including Word, Excel, PowerPoint, and Outlook preferred. Proficient in PeopleSoft and a similar HRIS preferred.