Archived listing. The details below describe a past opening.
Human Resources Admin Assistant
Location: Malvern, PA
Pay Rate: $20.00–$25.00 per hour
Schedule: 40 hours per week; staggered hours between 7:00 a.m. and 7:00 p.m. EST
Job Summary
We are seeking an HR Admin Assistant to provide timely, accurate, and professional support to approximately 20,000 employees, including both deskless and desk-based populations.
This role serves as the first point of contact for employee HR, Payroll, Workday, and HR systems-related inquiries submitted through the HR ServiceNow ticketing platform. The position will resolve routine questions and transactions, manage ticket priorities, meet service-level agreements, and escalate complex or non-standard issues to the appropriate subject matter experts.
This is not a phone call center position. Support will be provided primarily through email and the HR ticketing system.
Key Responsibilities
Employee Support and Case Resolution
- Receive, document, and respond to employee HR and Payroll inquiries submitted through HR ServiceNow.
- Provide Tier 1 support for questions related to:
- Workday tasks, navigation, and transactions
- Payroll and timekeeping
- Leave of absence and paid time off
- HR policies and procedures
- HR systems and employee self-service tools
- Benefits and employee programs
- Resolve routine HR and Payroll inquiries using established procedures, knowledge articles, and available resources.
- Provide clear, professional, accurate, and customer-focused written communication.
- Promote employee self-service by directing employees to appropriate tools, resources, and knowledge articles.
Ticket Management and Escalation
- Accurately log, categorize, prioritize, assign, and track cases in HR ServiceNow.
- Assess the severity and complexity of requests and route cases appropriately.
- Identify issues requiring additional expertise and escalate them to Tier 2 teams or subject matter experts.
- Monitor case status and follow up as needed to support timely resolution within established service-level agreements.
- Maintain accurate case documentation throughout the resolution process.
Knowledge Management and Process Support
- Use HR knowledge base articles and standard operating procedures to research and resolve cases.
- Monitor knowledge articles for accuracy and alignment with current HR and Payroll procedures.
- Partner with subject matter experts to recommend and support updates to knowledge articles.
- Follow established policies, procedures, quality standards, and service-level requirements.
- Support the anticipated increase in employee inquiries following the Workday and HR ServiceNow go-live.
Required Qualifications
- Experience supporting HR ServiceNow, an HR ticketing platform, or a similar case management system.
- Prior Workday support or user experience.
- Strong written and email communication skills.
- Ability to provide professional, customer-focused service through written channels.
- Ability to work full-time on a contract assignment lasting six months or longer.
- Ability to work staggered hours within the 7:00 a.m. to 7:00 p.m. EST service window, including potential evening support.
- Strong attention to detail and ability to accurately document and manage multiple cases.
- Ability to follow established procedures while exercising sound judgment when prioritizing and escalating requests.
Preferred Qualifications
- Experience in an HR shared services, HR service center, employee support, Payroll, or HR operations environment.
- Familiarity with HR policies, Payroll, timekeeping, leave, PTO, benefits, and employee self-service processes.
- Experience supporting a Workday or HR systems implementation or go-live.
- Experience working with knowledge bases, standard operating procedures, and service-level agreements.
Work Schedule
The HR Service Center operates from 7:00 a.m. to 7:00 p.m. EST. This role will not cover the entire service window. Assigned hours may fluctuate based on business needs and employee support volume following the Workday and HR ServiceNow go-live.
The expected schedule is 40 hours per week, with potential evening hours.
Compensation
The pay rate for this contract position is $20.00–$25.00 per hour, based on qualifications and experience.
Apply Today
If you have experience with Workday, HR ticketing systems, HR ServiceNow, Payroll support, and written employee communications, we encourage you to apply.
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