Business Support Center Representative

Position: Business Support Center Representative
Location: New York, NY 10017
Duration: November 16, 2026 – April 19, 2027
Schedule: Monday–Friday, 37.5 hours/week, 7.5 hours/day, with additional scheduled go-live weekend shifts
Pay Rate: $22/hr.

Additional Requirements / Schedule Notes

• Shift: 8:00 AM–4:00 PM or 11:00 AM–7:00 PM.

• Work Arrangement: Remote during November–December, 100% onsite during January–February for go-live/ hyper care, likely transitioning back to remote in March. Candidates must be flexible to work onsite when business or project needs require.

• Go-Live Availability: Must be available to work December 31, January 1, January 2, January 3, January 9, and January 10.

• Employment Type: Contract assignment supporting a Workday ERP implementation and go-live.

Requirements

Required Education

• High school diploma or GED.

Required Experience & Skills

• Customer service experience and/or aptitude.

• Case management and inquiry resolution.

• Professional communication with employees and managers by phone, email, and direct interaction.

• Accurate documentation, data entry, issue tracking, and follow-up.

• Ability to learn HR business processes, policies, procedures, and applications.

Preferred Experience

• Less than 2 years of experience in a business environment.

Preferred Education

• Associate’s degree or certified vocational training in Human Resources or Communication.

Additional Skills

• Workday HCM platform and Workday ERP

• HR operations and transaction support

• Recruiting and employee/manager self-service

• Payroll, benefits, absence, performance management, finance, and compensation

• HR knowledge base content and policy/procedure updates

• Regulatory and compliance changes

• Process improvement and testing system enhancements

Responsibilities

• Provide Tier 1 support for employee inquiries received by telephone, email, service requests, and direct interaction, focusing on first-touch resolution.

• Support Workday ERP implementation activities and the existing Workday HCM platform, including user inquiries, transactions, and ticket resolution.

• Document cases, identify appropriate actions, troubleshoot issues, and escalate complex or unfamiliar problems to Tier 2 support when necessary.

• Use call scripts, knowledge base resources, and computerized systems to resolve inquiries and track issues.

• Guide employees and managers toward self-service tools and HR knowledge resources.

• Support day-to-day HR processes related to recruiting, employee and manager self-service, absence, performance management, benefits, payroll, finance, and compensation.

• Process Workday transactions, perform data entry, follow standard operating procedures, and conduct proactive follow-up communications.

• Collaborate with HR, Finance, IT, Supply Chain, Research, HR Business Partners, and other stakeholders to resolve issues and support business processes.

• Help develop and maintain HR knowledge base content and stay current on system functionality, policies, procedures, and regulatory changes.

• Provide status updates, identify recurring issues, and recommend process improvements.

• Assist with testing enhancements to HR applications and related processes, evaluating their impact on employees, managers, and HR operations.

• Train new HR Resource Center Representatives and perform other related duties as assigned.

Additional Information

• English proficiency required for reading, writing, and speaking.