Payroll Support 3

Overview

On Site
$30 - $37
Contract - W2

Skills

Accountability
Attention To Detail
Business Administration
Collaboration
Communication
Customer Experience
Customer Service
Customer Support
HR Management
Management
Organizational Skills
Partnership
Reporting
SLA
ServiceNow
Standard Operating Procedure
Workday
Payroll

Job Details

Roles and Responsibilities:

 

Key member of the U.S. Payroll team that is the primary liaison with Tier I/HR team ensuring seamless partnership in delivering an outstanding customer experience.

Oversee management of ServiceNow platform for U.S. Payroll team including metric reporting, Service Level Agreement ( SLA ) performance, and more

 

Provide top tier customer support for employee payroll-related inquiries through ServiceNow by being initial reviewer of ServiceNow cases, assign case complexity and priority, resolve cases when able, and escalate to manager when necessary.

 

Lead recurring meetings and reviews of payroll case management and metrics for U.S. Payroll team to drive transparency and accountability for case resolution management.

 

Develop standard operating procedures ( SOPs ) for frequent employee payroll-related inquiries to expedite resolution.

 

Enhance frequency of communication to customers (i.e., weekly reporting of case status) throughout the case management cycle to ensure customers are provided frequent updates to improve transparency (i.e., case assignment, target completion date, status updates, and more).

 

Become proficient in company s HR and payroll systems (i.e., Workday, ADP, WorkForce).

 

Helping with garnishments, reviewing and sorting incoming mail.

 

May assist with administering other special projects as needed.

 

 

 

Required Knowledge, Skills, and Experience:

 

 

 

Ability to thrive in a matrix organizational environment across multiple cultures.

 

Passion for delivering world-class customer service with focused attentiveness and responsiveness to employee needs.

 

Demonstrated ability to manage multiple tasks requiring rigorous and meticulous attention to detail.

 

Acts proactively to achieve results and always strives to deliver more than is expected before being asked to.

 

Thrives in cross-functional environment to drive better solutions and outcomes; seeks input to make better informed decisions.

 

Excellent organizational skills and initiative to improve processes.

 

Experience with the following tools a plus: ServiceNow, ADP, WorkForce, and Workday (or other HCM system).

 

Minimum 2-4 years of Payroll or Human Resources experience.

 

Bachelor's degree and/or certification in Business Administration or related field is preferred.

 

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