The Solution Center Senior Associate serves as a trusted first point of contact for employee HR inquiries, managing Tier 1 escalations with clarity, care, and efficiency. The person in this position will provide hands-on Workday support, maintain accurate case records, and escalate complex matters when needed.
Requirements
- Serves as the first point of contact for knowledge and requests regarding Human Resources, providing helpful, accurate, and timely information to employees.
- Supports and assists with escalations related to Tier 1 inquiries.
- Provides Workday support and processes fundamental transactions (e.g., cancellations, date changes, etc.) and completes personnel records requests.
- Processes classified Workday transactions (e.g., compensation changes, reclassifications, and position changes).
- Provides training support for new hires and tenured associates as requested.
- Delivers clear, efficient, and courteous support to employees who reach out to Human Resources for various reasons.
- Opens and closes, maintains clear records, and follows up with case updates and resolutions in a timely manner.
- Asks questions and seeks support when faced with unfamiliar requests and adheres to all HR service level agreements.
- Identifies and executes next steps toward resolution, escalating complex requests for additional support as needed.
- Maintains open and responsive communication to keep the team informed of individual progress and challenges while staying up to date with the latest developments.
- Expands HR knowledge through continuous learning opportunities and contributes to authoring new knowledge articles and documents.
- Supports efforts to gather data for system and process improvements.
- Solicits constructive feedback from managers and proactively incorporates suggestions into continuous improvement efforts.
- Escalates roadblocks or issues to appropriate colleagues.
- Supports strategic goals set by the team, department, and university.
- Encourages a workplace culture where all employees are valued, value others, and have the opportunity to contribute through their ideas, words and actions, in accordance with the USC Code of Ethics.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
