This role is responsible for providing routine transactional support on HR Contact Center services and processes to ensure accurate processing of basic employee requests regarding the HR system via tickets in compliance with internal and external regulations, service level agreements, processes, and procedures.
- Perform basic HR systems (Workday) requests and transactions by following standard methodologies to resolve HR systems-related tickets
- Process assigned bulk requests.
- Escalates complex HR systems queries to the back-end support (Workday) or senior members of the group as necessary.
- Ensures all BPAA transactions are completed within SLA
- Provide standard systems guidance and walkthrough to support customers as required
- Update the contact center ticketing system for assigned transactions.
- Escalate identified issues and concerns to the Team Lead for timely resolution.
- Perform multiple routine/ad hoc tasks in compliance with service level agreements, processes, policies, and procedures.
- Provide input to the completion of incident reports
- Able to process straightforward Workday transactions in line with the DTPs
- Contribute to SOP/DTP maintenance by escalating any discrepancies between the documents and current process(es) as they are performed, and update documents as requested.
- Contribute/Provide insights to continuous improvement initiatives by initiating improvement ideas and/or participating on the CI project team to optimize processes.
- Responsible for ensuring adherence to audit and regulatory requirements both internal and external (i.e., GDPR, AECOM Privacy Policy, and SOX) ensuring the Company is compliant and risks are mitigated
- Responsible for ensuring the Service Level Agreements are met
