HR Shared Service Generalist

Position Summary

• Serve as the first point of contact for employee HR inquiries via phone and email.
• Provide guidance on HR policies, procedures, and company programs.
• Create, update, and resolve employee cases using ServiceNow or a similar case management system.
• Ensure timely follow-up and resolution of employee issues.
• Support employee lifecycle activities, including onboarding, employment status changes, promotions, transfers, and offboarding.
• Administer employee benefits and assist with benefit enrollments, life events, payroll deductions, and leave-related questions.
• Respond to employee questions regarding compensation, pay, salary changes, and company compensation policies.
• Assist employees with performance management inquiries and HR policy interpretation.
• Maintain accurate employee records within HRIS systems while ensuring confidentiality.
• Support recruiting, onboarding, and training activities as needed.
• Generate HR reports and maintain documentation.
• Ensure compliance with company policies and applicable employment laws.
• Collaborate with HR teams to resolve complex employee issues.

• Performance management concerns.
• Employee lifecycle changes (status changes, promotions, transfers, etc.).
• Compensation and pay-related questions.
• Benefits enrollment and payroll deductions.
• Leave of absence (FMLA, ADA, disability, and other leave programs).
• HR policies and procedures.
• General employment-related questions.

• Previous experience as an HR Generalist, HR Coordinator, HR Shared Services Representative, HR Support Specialist, Employee Relations Specialist, or similar HR role.
• Strong customer service and employee support experience.
• Excellent verbal and written communication skills.
• Ability to handle high volumes of phone calls and emails professionally.
• Strong problem-solving and conflict-resolution skills.
• Experience maintaining confidential employee information.
• Proficiency with Microsoft Office applications.
• Experience working with HRIS systems.

• Associate''s or Bachelor''s degree in Human Resources, Business Administration, or a related field.
• PHR, SPHR, or GPHR certification is a plus.
• Experience with ServiceNow or similar case management platforms (Salesforce, Workday, Zendesk, etc.).
• Experience with Oracle HCM or PeopleSoft is preferred but not required (training will be provided).

1. Did your Employee Solutions Specialist role involve handling employee phone calls, emails, or both?
2. Approximately how many employee inquiries did you handle each day?
3. What HRIS or case management systems have you used?
4. Have you worked with ServiceNow, Salesforce, Workday, or a similar ticketing platform?
5. Are you comfortable working in a high-volume HR Shared Services environment?