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People Partner Coordinator (HR Shared Services & Tier 1 Support)

BayOne Solutions

Normal, Illinois • Yesterday

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Contract

20 - 26

BayOne Solutions

Job Details

Skills

HR SHARED SERVICES
PEOPLE OPERATIONS
HIGH-VOLUME EMPLOYEE
HRBP
HR ADMIN
HR ADMINISTRATION
HR COORDINATOR
PEOPLE EXPERIENCE GUIDE
HR GENERALIST
SERVICENOW
ICIMS
WORKDAY
TICKET
TICKETS

Summary

JOB TITLE: People Partner Coordinator (HR Shared Services & Tier 1 Support)
Pay Range (USD): $20/hr. W2 - $26/hr. W2
REQUISITION DETAILS: Direct Fill | 100% Onsite
DEPARTMENT: People Operations / People Solutions
WORKSITE LOCATION: Onsite (Plant / Regional Headquarters)
WORKING HOURS: Standard Shift: 8:00 AM – 4:30 PM (Must flex to 9:30 AM – 6:00 PM for late chat coverage; overtime as needed during peak cycles)

Position Overview:
Client is looking for an energetic, empathetic, and system-savvy People Partner Coordinator to serve as the frontline operational ambassador for our workforce. Operating as part of our People Solutions / HR Shared Services team, you will act as the primary Tier 1 point of contact for employee inquiries across benefits, payroll, HR policy, people systems, and life-event transitions.

In this high-volume, omnichannel support role, you will triage, diagnose, and resolve employee cases via ServiceNow ticketing, live chat, and physical walk-ups. You will leverage enterprise systems like Workday to process employee transactions, utilize Knowledge Base (KB) response templates to drive resolution accuracy, and know exactly when and how to escalate complex issues to Tier 2 Centers of Excellence (COEs) and People Partners.

Key Responsibilities:
1. Omnichannel Tier 1 Employee Support

Frontline Resolution: Serve as the first point of contact for employee inquiries spanning benefits, payroll, company policy, system access, and general HR workflows across multiple channels (ServiceNow cases, live chat queues, and physical walk-ups).
End-to-End Case Operations: Triage incoming requests, diagnose root causes, process transactional updates, document case details thoroughly, and close out tickets in full alignment with established Service Level Agreements (SLAs).
Quality & CSAT Standards: Maintain exceptionally high Customer Satisfaction (CSAT) ratings and First-Contact Resolution (FCR) rates while safeguarding sensitive employee PII and maintaining strict confidentiality.

2. HRIS & Case Systems Administration:

System Execution: Confidently navigate Workday to research worker records and process key employee lifecycle transactions (onboarding tasks, job changes, organization updates, offboarding steps).
Ticket Management: Manage daily case flows inside ServiceNow (or similar enterprise ticketing suites), ensuring proper categorizations, clear case logging, and accurate status tracking.
Knowledge Management: Utilize response templates and Knowledge Base (KB) articles to maintain consistency at scale; flag outdated content and propose updates to keep knowledge tools accurate.

3. Escalation Governance & Continuous Improvement:

Smart Escalation: Identify high-risk issues, exercise sound operational judgment, and partner seamlessly with Tier 2 COEs (Payroll, Benefits, Leaves/LOA, Employee Relations) and People Partners when issues require deep subject-matter expertise.
Process Optimization: Monitor recurring ticket patterns, identify underlying root causes or systemic bottlenecks, and suggest workflow or self-service automation opportunities to streamline employee support.

Minimum Qualifications:

Experience: 2+ years of hands-on experience in an HR Shared Services, HR Operations, Contact Center, or high-volume employee/customer support environment.
System Fluency: Direct experience using enterprise HRIS platforms (Workday, iCIMS, or similar) alongside modern case management/ticketing tools (ServiceNow, Zendesk, or similar).
Omnichannel Capability: Comfort managing simultaneous support channels, including live chat queues, ticketing platforms, and in-person walk-ups in a fast-paced environment.
Shift Flexibility: Ability to work the core 8:00 AM – 4:30 PM shift while maintaining schedule flexibility to flex into 9:30 AM – 6:00 PM rotations for late-shift chat coverage and overtime during peak business cycles.
Communication & Discretion: Exceptional written and verbal communication skills; proven track record of handling confidential HR data with sound judgment.

Preferred Qualifications:

Prior experience supporting payroll or employee benefits inquiries in a manufacturing, engineering, automotive, or tech environment.
Hands-on experience authoring or updating Knowledge Base (KB) articles and standard operating procedures (SOPs).
Prior experience working in high-volume contact center workflows with strict SLA and CSAT metrics.

Applied Skills:

Omnichannel Case Triage & Ticket Routing (ServiceNow)
Workday HRIS Transaction Management
Tier 1 Escalation Governance & Risk Judgment
Knowledge Base (KB) Utilization & Macro Authoring
SLA Tracking & CSAT Performance Optimization
Tier 1 Payroll & Benefits Inquiry Troubleshooting
In-Person De-escalation & Walk-up Support
Employee PII Security & Data Confidentiality
End-to-End Onboarding & Offboarding Lifecycle Execution

Root-Cause Trend Analysis & Process Improvement

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10494547
Position Id: 26-04085
Posted 1 day ago

Company Info

About BayOne Solutions

BayOne, an information technology outsourcing company specializes in Consulting services, Infrastructure & Application outsourcing and Application solutions. Here, committed and unflinching teams of consultants come together to provide top-quality, cost-effective & quick solutions to the valued customers.

Understanding the needs and challenges and coming up with the best solutions is what makes BayOne a trusted name for its customers. A never-ending and relentless drive to bring its customers complete, reliable and secure solutions helps meet the required goals and demands of the future.

A strategic collaboration, wherein understanding the client s requirements is supreme, enables the development of an intricate architectural and design solution that unleashes the customer s potential. This creates the required business impact that transforms the customers business processes.

The existing and offering portfolio includes business and technology services comprising of IT Consulting, Application Development, Systems Integration, Application Management Outsourcing, Testing, Data Warehousing and Business Intelligence, Application Security, CRM Services and Legacy Modernization.

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Fitment

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BayOne Solutions

Job Details

Skills

HR SHARED SERVICES
PEOPLE OPERATIONS
HIGH-VOLUME EMPLOYEE
HRBP
HR ADMIN
HR ADMINISTRATION
HR COORDINATOR
PEOPLE EXPERIENCE GUIDE
HR GENERALIST
SERVICENOW
ICIMS
WORKDAY
TICKET
TICKETS

Summary

Frontline Resolution: Serve as the first point of contact for employee inquiries spanning benefits, payroll, company policy, system access, and general HR workflows across multiple channels (ServiceNow cases, live chat queues, and physical walk-ups).
End-to-End Case Operations: Triage incoming requests, diagnose root causes, process transactional updates, document case details thoroughly, and close out tickets in full alignment with established Service Level Agreements (SLAs).
Quality & CSAT Standards: Maintain exceptionally high Customer Satisfaction (CSAT) ratings and First-Contact Resolution (FCR) rates while safeguarding sensitive employee PII and maintaining strict confidentiality.

2. HRIS & Case Systems Administration:

System Execution: Confidently navigate Workday to research worker records and process key employee lifecycle transactions (onboarding tasks, job changes, organization updates, offboarding steps).
Ticket Management: Manage daily case flows inside ServiceNow (or similar enterprise ticketing suites), ensuring proper categorizations, clear case logging, and accurate status tracking.
Knowledge Management: Utilize response templates and Knowledge Base (KB) articles to maintain consistency at scale; flag outdated content and propose updates to keep knowledge tools accurate.

3. Escalation Governance & Continuous Improvement:

Smart Escalation: Identify high-risk issues, exercise sound operational judgment, and partner seamlessly with Tier 2 COEs (Payroll, Benefits, Leaves/LOA, Employee Relations) and People Partners when issues require deep subject-matter expertise.
Process Optimization: Monitor recurring ticket patterns, identify underlying root causes or systemic bottlenecks, and suggest workflow or self-service automation opportunities to streamline employee support.

Minimum Qualifications:

Experience: 2+ years of hands-on experience in an HR Shared Services, HR Operations, Contact Center, or high-volume employee/customer support environment.
System Fluency: Direct experience using enterprise HRIS platforms (Workday, iCIMS, or similar) alongside modern case management/ticketing tools (ServiceNow, Zendesk, or similar).
Omnichannel Capability: Comfort managing simultaneous support channels, including live chat queues, ticketing platforms, and in-person walk-ups in a fast-paced environment.
Shift Flexibility: Ability to work the core 8:00 AM – 4:30 PM shift while maintaining schedule flexibility to flex into 9:30 AM – 6:00 PM rotations for late-shift chat coverage and overtime during peak business cycles.
Communication & Discretion: Exceptional written and verbal communication skills; proven track record of handling confidential HR data with sound judgment.

Preferred Qualifications:

Prior experience supporting payroll or employee benefits inquiries in a manufacturing, engineering, automotive, or tech environment.
Hands-on experience authoring or updating Knowledge Base (KB) articles and standard operating procedures (SOPs).
Prior experience working in high-volume contact center workflows with strict SLA and CSAT metrics.

Dice Id: 10494547
Position Id: 26-04085
Posted 1 day ago

Company Info

About BayOne Solutions

Go to company profile

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

It looks like there aren't any Similar Jobs for this job yet.

Search all similar jobs

More jobs at BayOne Solutions in Normal, IL