Job Title: HR Shared Services Analyst Department: Human Resources (HR) Reports To: Manager, Shared Services & Benefits FLSA Status: Exempt Mission Support: Goodwill Houston (GWH) is transforming lives by connecting people to opportunities that advance the future of work. Through education, training, and employment, we create pathways to success for individuals facing employment barriers. We empower people, strengthen families, and impact communities by addressing both immediate and future workforce needs. With the generous support of our donors and retail customers, we are changing lives through the power of work. Position Summary: The HR Shared Services Analyst serves as the first point of contact (Tier 1) for employees, managers, candidates, and vendors, providing high-volume transactional, administrative, and customer-focused HR support across the employee lifecycle. This role delivers timely, accurate, and consistent HR services originating from the service desk system, HRIS platforms (e.g., Workday, Paycor (sunsetting), AssureHire), and other HRchannels. The person in this position will have the opportunity to learn Workday, through both traditional learning opportunities as well as serving on the Implementation Project Team. The position supports HR Teams, including HR Business Partners, Talent Partners, Employee Relations Partners and other HR functions; administers FMLA/ADA/Other Leave programs, & triages Payroll issues. It also supports Benefits and Compensation, specifically through HRIS systems, ensuring data integrity and a high-quality employee experience. Complex or sensitive matters are escalated to senior HR Shared Services staff or appropriate individuals. Acts as a knowledgeable HR ambassador, providing responsive, customer-focused support to all associates. Effectively assesses inquiries, provides basic guidance, and identifies appropriate resources. Essential Duties and Responsibilities: Service Delivery & Employee Case Management (Tier 1) - Serve as first point of contact for HR-related inquiries via Service Desk, email, phone, or HR portal
- Respond to questions related to benefits, payroll, HR policies, compensation, employment verification, and HR systems
- Resolve standard inquiries using knowledge articles, Standard Operating Procedures (SOPs), and job aids
- Route complex, sensitive, or escalated cases to Tier 2 or COE partners
- Ensure adherence to service level agreements (SLAs) for response and resolution times
HR Transaction Support (Employee Lifecycle Execution) - Assist with employee lifecycle transactions
- Maintain accurate HRIS records and ensure data integrity across systems (Workday, Paycor, or equivalent)
- Execute standardized workflows and ensure compliance with internal controls
HR Administrative Support - Ensure accuracy of personnel documentation and employee records
- Audit onboarding coordination, including I-9 and pre-employment documentation
Reporting, Analytics & Documentation - Generate recurring and ad hoc reports, dashboards, and workforce metrics
- Support audit reporting and compliance documentation (e.g., Executive, CARF, HR operational audits)
- Maintain accurate case documentation, employee records
- Support data validation and reporting accuracy across HR systems
Compliance, Audit & Program Support - Conduct and support audits including:
- Personnel file audits
- Pre-boarding audits
- License/certification tracking
- Data integrity audits
- Assist with administrative HR requests as needed
Continuous Improvement & Service Enhancement - Identify opportunities to improve HR processes, workflows, and the employee experience
- Recommend updates to knowledge base articles and standard operating procedures
- Support adoption of self-service tools and HR technology enhancements
- Participate in continuous improvement initiatives across HR
QUALIFICATIONS: - Education/Specialized Training/Licensure: High School Diploma or GED equivalent required, Bachelors Degree preferred, HR Certification desired.
- Experience with Workday or other HRIS system preferred; must be familiar with systems and enjoy learning and using new technology.
- Familiar with project methodology and writing both specification and end user documentation
- Work Experience: 1-2 years of HR, customer service, or analytics experience; project team experience, particularly focused on creating and executing test cases
- Experience working in HR Shared Services; familiarity with HR processes and employee lifecycle activities
- Software Proficiencies: Microsoft Office Suite, particularly Excel; knowledge of PowerBI or other data warehouse systems preferred; knowledge of appropriate use of AI, Experience with HRIS or ticketing systems
Additional Responsibilities: - Demonstrate professionalism, good judgment, and present a friendly, cooperative attitude.
- Ability to multitask, make quick decisions, adapt to change, and collaborate effectively in a fast-paced, team-oriented environment.
- Adhere to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
- Must be punctual, maintain a professional appearance, and perform expected duties.
- Maintain a high level of confidentiality.
- Must perform all duties according to GWH safety procedures, maintain good housekeeping standards, and ensure all walkways are clear and free of clutter.
- Adhere to local, state, and federal laws and regulations.
Minimum Qualifications: - Education/Specialized Training/Licensure: High School Diploma or GED equivalent required, Bachelors Degree preferred, HR Certification desired.
- Experience with Workday or other HRIS system preferred; must be familiar with systems and enjoy learning and using new technology.
- Familiar with project methodology and writing both specification and end user documentation
- Work Experience: 1-2 years of HR, customer service, or analytics experience; project team experience, particularly focused on creating and executing test cases
- Experience working in HR Shared Services; familiarity with HR processes and employee lifecycle activities
- Software Proficiencies: Microsoft Office Suite, particularly Excel; knowledge of PowerBI or other data warehouse systems preferred; knowledge of appropriate use of AI, Experience with HRIS or ticketing systems
- Must be highly organized and have strong attention to detail.
- Experience coordinating multiple projects simultaneously.
- Ability to communicate and interact well with a variety of personality types.
- Excellent communication, decision-making, and problem-solving skills.
- Strong collaborative and presentation skills.
- Must have reliable transportation to travel to work locations.
- Ability to work at all levels within the organization.
- Must be legally authorized to work in the United States without sponsorship for current or future employment. GWH does not offer visa sponsorship for employment purposes.
Key Performance Indicators: - HR project completion rate and meeting deadlines
- Reporting accuracy and delivery timelines
- Employee Transacton completion rates
- Knowledge of Workday
- Associate file audit results
- HR service request response times
Physical Requirements/Work Environment: - Ability to sit, stand, bend, and reach.
- Ability to lift, push, and pull up to 25 lbs.
- Able to spend most working hours at a computer.
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