HR Services Analyst

The HR Services Analyst is a service focused individual contributor responsible for delivering superior customer service and providing quality and timely information to current and former associates (throughout their employment journey or lifecycle) regarding their general HR inquiries. This role will perform administrative tasks in support of service center processes, as well as leverage case management for tracking requests referencing knowledgebase for information and may transfer or escalate inquiries that cannot be resolved. The HR Services Analyst will serve as a subject matter expert and mentor for the global HR Services team with regards to knowledge, HR practices, training and regulations as related to the processing of HR transactions. This role is required to have a deep and broad level of knowledge of Lowe’s HR transactions, interact with multiple individuals simultaneously and have the ability to multitask, prioritize responsibilities and demonstrate flexibility in a productivity focused, high volume and fast-paced environment. In addition, this role must adhere to strict confidentiality practices. 

• Serve as subject matter expert for HR related inquiries through multiple case management channels.
• Maintain a polite, helpful, and professional manner always.
• Provide superior customer service when responding to HR questions regarding payroll, policy, compliance, and other HR inquiries across the organization.
• Assist global HR Service partners with complicated or sensitive tasks, providing knowledge transfer where possible.
• Serve as an escalation point of contact for global HR Service partners working to resolve portal navigation and HR/Payroll policies and procedure issues.
• Field specialized inquiries within the Global, HR Services team based on service level agreement.
• May seek guidance or transfer for more complex and/or confidential inquiries.
• Assure information is complete, accurate and approved by leadership.
• Perform intake, sort, track and distribute electronic documents that may be received, and other duties as assigned.
• Identify common problems and escalate them to leadership, along with possible suggestions for improvement, where possible.
• Obtain and share associate feedback with leadership to ensure services continually improve
• Respect associate confidentiality always.
• Assist with transactions and other responsibilities as assigned according to proper procedure, policy, and direction.
• Participate in audits to uncover opportunities for training peer global HR Service partners and enhancing the knowledgebase.
• Participate in audits in support of driving compliance and accountability
• Assist leadership with establishing and improving upon defined HR procedures and processing methods to meet production and performance goals efficiently and accurately.
• Assist with monitoring and evaluating HR transaction workflow.

Required

1-2 Years Customer Service Experience and/or Human Resources Experience
Computer skills and experience
Demonstrated verbal and written communication skills

Preferred

Experience with case management tools, managing Chat and Microsoft Outlook