The Shared Services Specialist is an entry-level role responsible for providing first-touch support for HR-related inquiries and assisting with basic HR transactions across the employee lifecycle. This role operates within a shared services model, delivering high-quality customer service while ensuring accurate case intake, resolution of routine requests, and appropriate escalation to higher tiers. The Specialist I builds foundational knowledge of HR policies, processes, and systems while contributing to a positive employee experience.
Essential Functions:
- Serve as a first point of contact for employees and managers, responding to HR-related inquiries via phone, portal, or case management system.
- Provide Tier 1 support by answering common policy, process, and system navigation questions using knowledge articles and scripts.
- Create, document, and route HR service requests (cases) accurately within the case management system (e.g., ServiceNow).
- Assist employees with HR self-service tools, including navigating onboarding tasks, personal data updates, and basic workflows.
- Perform basic HR transactions and data entry under established guidelines and supervision.
- Ensure completeness and accuracy of case documentation, including proper categorization and prioritization.
- Escalate complex or transaction-based inquiries to Tier 2 HR Operations or appropriate HR partners.
- Follow standard operating procedures (SOPs) and maintain compliance with organizational policies and data privacy requirements.
- Support onboarding and offboarding processes by completing assigned tasks and checklists.
- Conduct basic quality checks on work to ensure accuracy and consistency.
- Maintain confidentiality when handling sensitive employee information.
- Contribute to maintaining and improving HR knowledge base content through feedback and documentation.
- High School Diploma or GED.
- High School Diploma with two (2) years of experience in human resources, administrative HR support, or a healthcare operational environment.
Technical Knowledge, Skills, and Abilities:
- Basic understanding of HR functions and employee lifecycle processes (or ability to quickly learn).
- Strong customer service skills with a professional and empathetic approach.
- Ability to follow defined processes, scripts, and guidelines with attention to detail.
- Effective verbal and written communication skills.
- Ability to accurately enter and manage data in ServiceNow.
- Basic problem-solving skills and ability to recognize when to escalate issues.
- Strong organizational skills and ability to manage multiple tasks in a fast-paced environment.
- Proficiency in Microsoft Office applications and ability to learn new systems (e.g., HRIS, ServiceNow).
- Ability to maintain confidentiality and handle sensitive information appropriately.