HR Service Center Coordinator

Position Information

Hiring Department: Human Resources

Reports To: Service Center Manager

Job Location: El Paso, Texas (On Site)

Posting End Date: Applications will be accepted through 11:59 PM CDT on 9/13/2026. This posting may close once a sufficient number of qualified applications have been received.

Hours: 40 hours per week, standard Monday- Friday 8:00am- 5:00pm. Flexibility is occasionally required on evenings and weekends.

FLSA status: Exempt

Earliest Start Date: As soon as possible.

Salary: $50,000 Annually, Non Negotiable.

Required Application Materials:

• Resume
• List of three references

Position Summary

The Human Resources (HR) Service Center Coordinator serves as the primary contact for employees delivering seamless a strategic partner with the Human Resources department, focusing on delivering a seamless, timely and accurate employee support services. This role ensures a high quality customer experience by managing tier 1 customer support across the employee lifecycle. . This role is responsible for handling a wide range of HR inquiries and transactions while ensuring compliance, data accuracy, and consistent application of HR policies and procedures. The position combines service center operations with generalist-level HR support, leveraging HR systems and standardized processes to deliver a high-quality employee experience.

The Human Resources Service Center provides comprehensive support for employees by managing onboarding and offboarding, verification of employment, immigration services, verification of employment, and HR records management. The Human Resources Service Center manages tier one support for all incoming inquiries and requests for service, supports HR ServiceNow delivery and self-service tools, acting as the primary point of contact for the Human Resources Office providing consistent customer service and seamlessly routing more complex issues to the appropriate center(s) of excellence in Human Resources Office.

Statement of Duties and Responsibilities:

Employee Human Resources Support and Customer Experience - 40%

Implement daily operations and service efficiency, delivery, and adherence to established service levels (SLA) for timely resolution of customer inquiries and service requests.

Serves as the primary point of contact for onboarding and offboarding, verification of employment, immigration services, employment verification, and HR records management.

Ensure completion of all onboarding milestones within defined timelines.

Provide guidance on HR policies, procedures, benefits, payroll, timekeeping, and leave of absence processes.

Provide exceptional customer service for all inquires and transactional requests

Provide clear and professional communication to employees and managers.

Partner cross-functionally with Talent Acquisition, Benefits, HRIS, Compensation, Employee Relations to resolve issues.

Develop and update knowledge articles, FAQs, and standard operating procedures.

Case Management 40%

Utilize ServiceNow system and HRIS systems to log, track, respond and resolve cases.Maintain accurate knowledge articles in ServiceNow

Actively work HR cases to ensure timely resolution within established service level agreements.

Maintain accurate and confidential employee records.

Run routine reports and audits to ensure data integrity.

Support system testing, updates, and process enhancements.

Compliance & Documentation - 110%Prepare and process HR transactions in the HRIS accurately and timely

Ensure HR processes comply with federal, state, and local employment laws.

Maintain documentation related to audits, compliance requests, and internal reviewsas required.

Adhere to confidentiality and data privacy standards at all times.

Continuous improvement - 10%

Maintain and track service metrics to identify gaps in service and identify areas of continuous improvement to optimize customer service experience.

Identify areas for automation to improve service, efficiceny, and to remove campus administrative burden.

Knowledge of all Microsoft Office software and able to learn and use institutional software systems.

Complies with all State and University policies.

Other duties may be assigned.

Supervisory Responsibilities: Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required Qualifications:

Education: Bachelor's degree in human resources, Business Administration or closely related field. HR, Information Systems, Business Administration, or related field.

and

Experience: Two (2) years of experience in a service center, shared services or other closely related experience.

Preferred Qualifications:

Experience in higher education

Experience working in a fast-paced HR delivery service with matrix accountabilities.

Experience working with ServiceNow HRSD platform.

Why Pick UTEP

The University of Texas at El Paso (UTEP) is a comprehensive public research university that is increasing access to excellent higher education. We advance discovery of public value and positively impact the health, culture, education, and economy of the community we serve.

UTEP is America's leading Hispanic-serving university. Located at the westernmost tip of Texas, where three states and two countries converge along the Rio Grande, 84% of our 26,000 students are Hispanic, and half are the first in their families to go to college. UTEP offers 170 bachelor's, master's and doctoral degree programs at the only open-access, top-tier research university in America.

This is an especially exciting time to join UTEP as it advances the goals of its 2030 Strategic Plan. Built around the institution's core strengths-its location, its people, its supportive culture, and its community partnerships-the plan lays out a bold vision for the next decade, aimed at maximizing the University's regional impact and national stature.

Miner Perks and Benefits

What UTEP Offers:

• Benefit Package includes: Medical, Prescription, Life Insurance and Wellness platform
• Voluntary Benefits: Dental, Vision, Additional life insurance, UT Flex, Short and Long - term disability plans
• Retirement Programs
• Longevity Pay
• Paid Vacation & Sick Leave
• Paid Holidays
• Employee Discounts & Perks
• Employee Education Assistance program
• And much more! Visit our Benefits Summary Page for more information on our additional benefits.

Disclaimer: Eligibility for perks and benefits may vary based on part-time or full-time employment.

Additional Information

Note: To the extent that this position involves research, work, or access to critical infrastructure as referenced in Executive Order GA-48, being hired for and continuing to be employed in this position requires the ability to maintain the security or integrity of the infrastructure.

The primary accountabilities are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or some of the primary accountabilities listed. Specific tasks or responsibilities will be documented in the incumbents' performance objectives as outlined by the incumbents' immediate supervisor or manager. This position is security-sensitive and subject to Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information. A valid driver's license issued by the State where the applicant resides and insurability as defined in UTS 157 may be required to perform the positions essential functions.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must frequently stand and walk. The employee must regularly sit; use hands to feel; reach with hands and arms; and talk or hear. The employee must lift and move up to 50 pounds.

The noise level for this work environment is usually moderate.

In keeping with its access, excellence, and impact mission, The University of Texas at El Paso is committed to a learning and working environment that honors the talents, respects the differences, and nurtures the growth and development of all. We seek to attract faculty and staff who share our commitment.

The University of Texas at El Paso is an Equal Opportunity Employer. The University does not discriminate on the basis of race, color, national origin, sex, religion, age, disability, genetic information, veteran status, sexual orientation, or gender identity in employment or the provision of services in accordance with state and federal law. Discrimination on the basis of sex includes an employee's or prospective employee's right to be free from sexual harassment under Title IX of the Higher Education Amendments of 1972. Inquiries-including the filing of a Formal Complaint or reporting an incident-about the application of Title IX may be referred to the Title IX Coordinator, who can be reached by phone at (915) 747-8358, by email at titleix@utep.edu, or by mail at 500 W. University Ave., El Paso, TX, Kelly Hall, Room 223C.

For accommodation information for employees and applicants with disabilities, please contact UTEPs Equal Opportunity Office at eoaa@utep.edu.