HR Services Analyst

The primary purpose of this role is to act as the first point of contact for an associate calling 

the Open-Door Support team. Answers general questions regarding portal navigation, the Open-Door program and HR policies and procedures, referring to an online knowledge base for information and guidance. Perform administrative tasks in support of open-door processes. Uses a case management tool for tracking requests and may transfer or escalate them to other service center parties if the issue cannot be resolved within the team. 

• Serve as a first point-of-contact through telephonic, electronic (email, text, chat), or paper-based interaction channels for current and former Lowe’s employees, regarding questions related to portal navigation, the Open-Door Program and HR policies and procedures. 

• Answers general questions regarding portal navigation, the Open-Door Program and HR policies and procedures, referring to an online knowledge base for information and guidance. 

• Uses a case management tool for recording and administering requests and may assist other service center employees with opening, recording, processing, or closing cases in the tool. 

• May seek guidance or transfer more complex and/or confidential inquiries/requests to the Supervisor or Manager. 

• Assure information is complete, accurate, and approved by appropriate superior. 

• Perform intake, sorting, tracking, and distribution for documents that arrive at the service center for processing (e.g., mail) and other duties as assigned. 

• May assist with basic transactions as assigned according to proper procedure, policy, and direction. 

• Assist Senior Representatives, Supervisors and Managers with day-to-day execution of duties and support the team regarding proper procedures, policies, and requirements. 

• Assist the HR supervisor with establishing and improving upon defined HR procedures and processing methods to efficiently and accurately meet production and performance goals. 

• Assist the HR supervisor with monitoring and evaluating HR transaction work flow and volume in order to meet production and performance goals.