HR Shared Services Advisor

The HR Central Analyst, Senior is a go-getter and problem-solver who thrives in a fast-paced, constantly evolving HR Shared Services environment. This role provides expert guidance and hands-on support across the full employee lifecycle — from onboarding and offboarding to payroll, compliance, and policy interpretation.

As a trusted advisor to employees and managers, this position delivers exceptional service, educates on HR technologies and self-service tools, and champions process improvements that enhance both employee experience and operational excellence.

Key Responsibilities

• Serve as a primary resource for HR Central’s Tier 1 and Tier 2 support, handling inquiries related to Contingent worker onboarding activity, offboarding, leave of absence, payroll, verification of employment, and policy interpretation.
• Deliver accurate, timely resolutions via multiple channels (Salesforce case management, phone, and chat), ensuring a high standard of employee care and adherence to established SLAs.
• Educate and empower employees to use our AI self-service tools and HR systems (Workday, Salesforce, etc.) effectively.
• Partner with HR Centers of Excellence (COEs) to ensure seamless service delivery and continuous improvement in processes and content.
• Support the onboarding program for contingent workers in Workday.
• Support the North America onboarding and offboarding processes, ensuring compliance with I-9 and state/federal employment laws.
• Participate in HR Central’s knowledge management efforts, creating and updating content that improves accuracy, consistency, and efficiency across the team.
• Collaborate with cross-functional HR and IT teams to streamline processes, identify automation opportunities, and enhance the employee experience.
• Maintain the highest level of professionalism, confidentiality, and empathy while balancing high case volumes and competing priorities.
• Lead or contribute to small projects and compliance initiatives aligned with HR Central’s service excellence goals.

Skills & Competencies

• Attention to detail and customer-centric mindset with a passion for problem-solving and continuous improvement.
• Tech-savvy with proficiency in HR systems (Workday, Salesforce, etc.) and Microsoft Office Suite.
• Demonstrate ability to manage multiple priorities in a fast-paced, high-volume environment while maintaining accuracy and attention to detail.
• Strong understanding of HR principles, policies, and employment law fundamentals (U.S. and Canada preferred).
• Exceptional communication and interpersonal skills, capable of explaining complex HR matters with clarity and empathy.
• Proven ability to collaborate cross-functionally and provide constructive feedback to improve processes and service delivery.
• High degree of integrity and discretion when handling confidential information.
• Strong analytical and organizational skills with a focus on data-driven decision-making.

Education & Experience

• Bachelor’s degree in Human Resources, Business Administration, Psychology, or related field (or equivalent experience).
• 3+ years of progressive experience in HR Shared Services environments, HR Operations, or similar employee support roles.
• Experience with Workday and Salesforce Case Management System strongly preferred.