HR Customer Advisor

Job Description

We are seeking a customer-centric and process-focused HR Customer Advisor to join our team. As a key member of our HR Service Center, you will be responsible for providing exceptional customer service and support through our ServiceNow platform. Your primary goal will be to ensure an employee centric experience and driving solutions that meet the needs of our employees. A key component of this role is to actively participate in process improvement initiatives to enhance the overall employee experience.

Primary Roles & Responsibilities:

Case Management: Respond to and resolve HR-related cases through ServiceNow, providing written responses to employee inquiries and issues. Ensure prompt and accurate resolution of cases, with a focus on answering the initial inquiry and providing the potential next steps that may follow their inquiry, employee satisfaction with the experience we provide is our primary goal.

Live Employee Chat & Phone Inquiries: Engage with employees through live chat or phone, providing timely and effective support and resolving issues in a professional and courteous manner.

Process Improvement: Identify opportunities for process improvement and contribute to the development of solutions that enhance the employee experience, reduce cycle times, and improve efficiency. Collaborate with cross-functional teams to implement changes and measure their impact.

Quality and Standards: Adhere to established quality standards and guidelines for customer engagement, ensuring that all interactions with employees meet or exceed expectations. This is a production environment, and as such, you will be held accountable to daily KPI (Key Performance Indicators) metrics, including:

• First-response and resolution rates

• Case resolution quality and accuracy

• Adherence to ServiceNow quality standards and guidelines

• Customer satisfaction ratings

Utilize ServiceNow metrics and reporting to monitor and improve performance and make data-driven decisions to drive continuous improvement.

Collaboration and Escalation : Work collaboratively with higher-level service center personnel to resolve complex customer issues. Escalate or transfer cases to other provider groups as needed, ensuring seamless transitions and resolution.

Knowledge Management and Compliance: Stay up to date with changes in HR policies, procedures, and systems, and ensure that knowledge base articles and self-serve information for employees are accurate, current, and compliant with organizational requirements. This includes:

• Reviewing and updating knowledge base articles to reflect changes in policies and procedures

• Ensuring that self-serve information for employees is accurate and easily accessible, and

• Collaborating with HR teams to identify and address knowledge gaps and training needs.

Required Education, Experience, & Skills

• At least 1 or more years of experience in an HR Shared Service or a related field, prior experience in a production type environment

• Able to work three days a week from our Charlotte office

• Proficiency in ServiceNowand ability to navigate the platform effectively

• Experience withServiceNow case management and ticketing

• Familiarity with ServiceNow reporting and metrics

• Ability to utilize ServiceNow to document and track employee interactions

• Excellent written communication skills, strong analytical and problem-solving skills

• Ability to interact effectively with management, employees, and other customers

• Strong follow-through and closure orientation

• Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines

• Technical savviness, with experience in MS Office environments, ServiceNow (or similar platform), Applicant Tracking Systems, and HR Information Systems.

• Ability to identify trends and opportunities for improvement

• Familiarity with metrics and reporting tools

Preferred Education, Experience, & Skills

• Bachelor's degree in a related field (strongly preferred)

Pay Information

Full-Time Salary Range: $38041 - $60865

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20 hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

HR Customer Advisor

130910BR

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