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• Own and resolve Tier 2 escalations, providing clear, empathetic, and policy-aligned guidance that goes beyond a standard script.

• Execute complex transactions and lifecycle events—such as new hires, job changes, or terminations ensuring our system of record remains a system of trust.

• Act as a critical liaison between employees, vendors, and COEs to resolve intricate inquiries and ensure service consistency across the region.

• Partner to operationalize new programs and participate in UAT for system enhancements, ensuring regional nuances are built into global designs.

• Research and resolve data discrepancies, collaborating with Payroll, IT, and other People Ops teams.

• Collaborate to refine Tier 0 (Self-Service) and Tier 1 knowledge content, utilizing your expertise to help AI solve more problems before they reach your desk.

• Analyze case trends in ServiceNow and HRIS data to identify recurring friction points and recommend scalable, predictive solutions to improve the employee experience.
• Monitor data quality through regular audits, identify issues, and recommend process improvements.

• Assist in preparing reports or dashboards for People Ops leadership as needed.

• Support User Acceptance Testing (UAT) for system enhancements and new functionality.

Minimum Requirements

• Bachelor’s degree or equivalent work experience.

• Minimum 2 years of HR experience, with direct experience in HR data management.