Specialist, Human Resources Shared Services

About the role

The Tier 1 Frontline Support Specialist serves as the primary point of contact for employees, managers, and stakeholders requiring HR support. This role is responsible for delivering exceptional employee experience by providing accurate, timely, and professional support across HR processes, policies, programs, and systems. The Specialist manages employee inquiries and requests through PO Help (Freshservice), utilizes QNect (SuccessFactors) to research and validate employee data, and ensures compliance with service standards, knowledge management practices, and data privacy requirements. The role is expected to maximize first-contact resolution while maintaining a high level of customer satisfaction.

Key responsibilities

• Serve as the first point of contact for PO inquiries submitted through PO Help via Freshservice, email, chat, or other employee support channels
• Provide guidance on PO policies, programs, benefits, employee lifecycle processes, and organizational procedures
• Support employees and managers in navigating QNect self-service functionality
• Deliver accurate, consistent, and customer-focused support aligned with established PO service standards
• Promote self-service adoption by educating employees on available tools and resources
• Create, manage, update, and resolve employee support tickets within PO Help
• Accurately categorize, prioritize, assign, and document cases according to established procedures and service level agreements (SLAs)
• Monitor ticket queues and ensure timely case resolution
• Escalate complex inquiries to Tier 2 team, PO Business Partners, HR Centers of Excellence, Payroll, Benefits, or other support groups as required
• Utilize QNect to review employee records and validate HR data when supporting inquiries

About you

• Bachelor's Degree in Human Resources, Business Administration, Psychology or related discipline
• Minimum 1-3 years experience in HR Shared Services, HR Operations, Employee Services, Contact Center Operations or Service Desk Support
• Knowledge of HR operations and employee lifecycle processes
• Understanding of HR service delivery and shared services environments
• Ability to manage high-volume employee inquiries while maintaining quality and accuracy
• Experience using Freshservice or similar ticketing/case management systems
• Experience supporting SAP SuccessFactors modules and employee self-service capabilities
• Strong customer service mindset with ability to de-escalate employee concerns and manage difficult conversations professionally
• Strong verbal and written communication skills with ability to explain HR policies and system processes clearly
• Proficiency with Microsoft 365 (Outlook, Teams, Excel, Word, PowerPoint)