HR Help Desk

Location: MALVERN, PA
Pay Rate: $20.00 - $25.00/hr
Duration: 7 months
Hours: Need to have availability from 7:00am- 7:00pm. The HR Service Center is 7am-7pm, but the individual will NOT be working the entirety of that shift.

Summary:
The HR Help Desk/Employee Support Specialist serves as the first point of contact for employee HR and Payroll related inquiries, providing timely and accurate support through a centralized ticketing system. This role focuses on resolving routine Workday, HR and Payroll questions, processing standard transactions, prioritizing and assigning severity of requests, escalating non-standard issues to SMEs, and ensuring a consistent employee experience by following established policies, procedures, and service level agreements (SLAs). The position supports approximately 20,000 SGNA employees including both deskless and desk-based populations to resolve key HR & Workday questions.

Employee Support & Case Resolution:
" Receive, document, and respond to employee HR and Payroll inquiries submitted through the HR ticketing system, HR Service Now
" Provide Tier 1 support for questions related to:
o Workday tasks, navigation, and transactions
o Payroll and timekeeping
o Leave of absence and PTO
o HR policies and procedures
o HR systems and self-service tools
o Benefits and programs
" Deliver clear, professional, and customer-focused communication in all written interactions

Ticket Management & Escalation:
" Accurately log, categorize, prioritize, and track cases in the HR Service Now platform
" Resolve routine and transactional inquiries independently using documented procedures and knowledge articles
" Identify issues requiring additional expertise and escalate cases appropriately to Tier 2 teams
" Monitor case status and follow up to ensure timely resolution within defined SLAs

Knowledge Management & Process Support:
" Utilize HR knowledge base articles and standard operating procedures to resolve cases
" Promote employee self-service by directing users to available tools and resources when appropriate
" Monitor the accuracy of knowledge base articles and partner with SMEs to update articles on an approved maintenance schedule to verify adherence to current HR and Payroll procedures

Qualifications:
- Experience with HR Service Now/HR ticketing system support
- Strong email communication skills
- Prior Workday experience/support
- Ability to work 6+ month contract on a full-time basis
- Ability to work staggered hours between 7am-7pm EST for ticketing support (40 hours per week expected, with potential for evening hours support)

Benefits: (employee contribution)
Health insurance
Health savings account
Dental insurance
Vision insurance
Flexible spending accounts
Life insurance
Retirement plan

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.