Sr. HR Solution Center Specialist

In this role: You will play a key role in supporting Mercury's employee experience as part of the HR Solution Center team. We are seeking a detail‑oriented HR Specialist focused on Tier 1 support across HRIS, learning management systems, and day‑to‑day HR ticket resolution. This role is responsible for managing high‑volume frontline inquiries in Zendesk, including basic HR questions and transactional tasks such as life‑event documentation, timecard inquiries, unemployment claims, and other routine employee requests. Success in this role requires strong process knowledge, excellent organizational skills, and the ability to handle sensitive information with discretion.

Primary duties include:

• Providing responsive, client focused Tier 1 support across HR systems, learning/training platforms, and general HR inquiries.
• Serving as the primary contact for Tier 1 HRIS questions and basic navigation or

troubleshooting support.

• Managing and resolving HR tickets within established SLAs, ensuring accuracy and a positive employee experience.
• Supporting HR operations throughout the full employee lifecycle, from onboarding through offboarding.
• Processing employee status changes, transfers, promotions, and other routine transactions accurately and on time.
• Auditing data entered into HR systems to maintain compliance, consistency, and data integrity.
• Addressing employee questions related to HR policies, procedures, and programs in a clear and helpful manner.
• Collaborating with HR, Talent, and cross functional teams to streamline and enhance HR support processes.
• Process data imports and maintain table data within systems such as ADP and Zendesk.
• Configure, enhance, or modify the Zendesk ticketing system in a Zendesk Admin capacity.
• Participating in special projects, process improvements, and other duties as assigned.
• Performing all other duties as required.

Required Qualifications:

• GED, high school diploma
• Typically requires 3-5 years of relevant experience
• Experience with HRIS systems is a must (ADP strongly preferred)
• Experience in an HR helpdesk or shared services environment (Zendesk experience strongly preferred)
• Demonstrated experience managing inquiries through a helpdesk or ticketing system, with a focus on timely and accurate issue resolution
• Ability to support employees across multiple channels (phone, email, Microsoft Teams, etc.)
• Proficiency with Microsoft Office Suite
• High attention to detail, with strong accuracy in transactional work and ticket handling

Preferred Qualifications:

• Prior HR experience
• Ability to collaborate effectively across teams and functions
• Strong communication skills and customer service orientation
• Demonstrated ability to work independently in a fast‑paced, deadline‑driven environment
• Ability to manage multiple priorities while maintaining accuracy
• Knowledge of HR practices, policies, and systems in a multi‑state environment

This is a hybrid role and requires on‑site presence 3-5 days per week. The position is based in Andover, MA or Huntsville, AL.