Title: Specialist II, People Hub
Duration: 4-5 Months contract
Location: Denver, CO, 80202(Remote)
Description:
The Specialist II, People Hub plays a critical role in delivering an exceptional teammate experience within client’s People Hub (HR shared services organization). This role provides advanced support to teammates and leaders across the Village, responding to complex People Services and Learning & Development inquiries escalated from Tier 1 teammates or requested directly by leadership.
The Specialist II performs established tasks that require discretion, critical problem-solving, and cross-functional collaboration. They resolve issues related to Benefits, Compensation, Talent Management, and other HR topics, primarily focused on reporting and people analytics requests. Balancing the demands of their workload and prioritizing tasks with little support, the Specialist II achieves assigned goals by bringing in additional information as needed. Furthermore, they champion client''s Core Values within the team''s culture, investing time and effort to build trust, while acting as a coach and resource to train and guide other teammates.
Essential Duties and Responsibilities
The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive.
· Advanced Teammate Support & Escalation Handling: Respond to and resolve complex, escalated teammate inquiries, collaborating cross-functionally to provide service excellence. Invest time and effort to build trust and positive working relationships with teammates and key stakeholders.
· Complex Case Resolution & Problem Solving: Perform established tasks that require discretion and critical thinking. Resolve minor conflicts and roadblocks independently, achieving assigned goals while ensuring a seamless, high-quality service experience.
· Coaching & Knowledge Transfer: Act as a subject matter resource, coach, and trainer for Tier 1 Specialists. Assist with delegating tasks when appropriate and takes responsibility for reviewing work to ensure accuracy and consistency.
· System Navigation & Continuous Learning: Leverage ServiceNow (SNOW) case management, Now Assist, Workday, and internal knowledge bases to research, document, and track complex cases. Continuously seek to expand and apply new skills, using lessons learned from past experiences to solve new and unique challenges.
· Process Optimization & Innovation: Proactively improve work processes and tasks. Suggest enhancements to self-service content, and optimize AI-assisted tools to elevate the overall teammate experience.
Minimum Qualifications:
· High school diploma or equivalent required; Associate''s or Bachelor''s degree preferred.
· 2-4 years of experience in a customer service, HR support, or HR shared services environment.
· Strong experience navigating HRIS platforms (Workday preferred) and case management systems (ServiceNow preferred).
· Demonstrated ability to communicate clearly and professionally, with proven experience coaching or mentoring peers.
· Advanced critical thinking and problem-solving aptitude, with the ability to resolve issues independently and exercise sound discretion.
· Highly detail-oriented with the ability to balance workload demands and prioritize tasks effectively with minimal support.
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