Grace is seeking an HR Helpdesk Specialist to join our HR Operations team! This role reports to the HR Operations Supervisor located in Manila, Philippines.
The HR Helpdesk Specialist will be primarily responsible for executing established policies and processes, escalating complex issues to the L2/ CoE for assistance with resolution; providing support to the global user community; and performing data audits to ensure accurate information is consistent in the HR systems.
ResponsibilitiesHR Helpdesk
Manage the case management tool for the HR Service Desk by processing tickets/ requests within the Tier 1 scope and escalate complex tickets/ requests in accordance with the agreed Service Level Agreement and service delivery structure Perform TalentOne data audits and data monitoring activities for other HR Teams to ensure accurate data in the HR systems Support the global user community - employees, managers, and local HRs on inquiries and processes related to their TalentOne Direct Access Improve efficiency and user satisfaction by proactively seeking opportunities to optimize and improve existing processes and tools; and partnering with the CoEs and the HR community Create and update work instructions for assigned tasks and processes Work with the CoEs to ensure that the knowledge base is updated and accurate and deliver accurate information to the global user community Lead/ particilate in the routine meetings between CoE and HR Service Desk to discuss operations and performance against set SLAs Provide reports for management use, and internal or external audits. Ensure compliance with audit requirements for internal and IT controls and data privacy policy Support and participate in SuccessFactors project implementation including user acceptance testing and other duties as assigned Serve as backup for other HR Operations processes Required Qualifications Bachelor's Degree in Business, Human Resources or equivalent At least 4 years of relevant work experience in a global Shared Services environment preferably supporting North American and European regions Amenable to work on a rotating shift/ night shift and Philippine holidays Strong analytical and problem-solving skills to quickly ascertain and concisely report problems Ability to work with confidential information Technical aptitude and learning capacity Strong customer orientation Strong verbal/written communications Preferred Qualifications At least 1 year of SuccessFactors experience At least 1 year of Case Management Tool handling, ServiceNow experience preferred Strong technical skills and experience with SharePoint, MS PowerPoint, Word Ability to build strong working relationships with internal clients at all levels Excellent communication skills, good attention to details Intercultural awareness skills needed for interaction with global internal clients Ability to manage multiple priorities required and adjust to rapidly changing priorities Results driven Team player Benefits Guaranteed 14th month Pay Above-market Retirement Plan Design LinkedIn Learning Access Established Performance Incentive Program HMO coverage for employees on day 1 (with pandemic coverage) Free HMO coverage for up to 3 qualified dependents Educational Assistance
Dignified Workplace Commitment: Grace is committed to providing a dignified and inclusive work environment for all employees and welcomes and encourages diversity. This means that all employees are entitled to be treated in a respectful, professional, and inclusive manner, regardless of gender, race, ethnicity, sexual orientation, disability, religion, or any other aspect of their identity.