Shared Services Specialist - People %26 Talent

The Shared Services Specialist is an entry-level role responsible for providing first-touch support for HR-related inquiries and assisting with basic HR transactions across the employee lifecycle. This role operates within a shared services model, delivering high-quality customer service while ensuring accurate case intake, resolution of routine requests, and appropriate escalation to higher tiers. The Specialist I builds foundational knowledge of HR policies, processes, and systems while contributing to a positive employee experience. Essential Functions: Serve as a first point of contact for employees and managers, responding to HR-related inquiries via phone, portal, or case management system. Provide Tier 1 support by answering common policy, process, and system navigation questions using knowledge articles and scripts. Create, document, and route HR service requests (cases) accurately within the case management system (e.g., ServiceNow). Assist employees with HR self-service tools, including navigating onboarding tasks, personal data updates, and basic workflows. Perform basic HR transactions and data entry under established guidelines and supervision. Ensure completeness and accuracy of case documentation, including proper categorization and prioritization. Escalate complex or transaction-based inquiries to Tier 2 HR Operations or appropriate HR partners. Follow standard operating procedures (SOPs) and maintain compliance with organizational policies and data privacy requirements. Support onboarding and offboarding processes by completing assigned tasks and checklists. Conduct basic quality checks on work to ensure accuracy and consistency. Maintain confidentiality when handling sensitive employee information. Contribute to maintaining and improving HR knowledge base content through feedback and documentation.

QUALIFICATIONS: High School Diploma or GED. High School Diploma with two (2) years of experience in human resources, administrative HR support, or a healthcare operational environment. Technical Knowledge, Skills, and Abilities: Basic understanding of HR functions and employee lifecycle processes (or ability to quickly learn). Strong customer service skills with a professional and empathetic approach. Ability to follow defined processes, scripts, and guidelines with attention to detail. Effective verbal and written communication skills. Ability to accurately enter and manage data in ServiceNow. Basic problem-solving skills and ability to recognize when to escalate issues. Strong organizational skills and ability to manage multiple tasks in a fast-paced environment. Proficiency in Microsoft Office applications and ability to learn new systems (e.g., HRIS, ServiceNow). Ability to maintain confidentiality and handle sensitive information appropriately.