Shared Services Specialist - People & Talent

The Shared Services Specialist is an entry-level role responsible for providing first-touch support for HR-related inquiries and assisting with basic HR transactions across the employee lifecycle. This role operates within a shared services model, delivering high-quality customer service while ensuring accurate case intake, resolution of routine requests, and appropriate escalation to higher tiers. The Specialist I builds foundational knowledge of HR policies, processes, and systems while contributing to a positive employee experience.

Essential Functions:

• Serve as a first point of contact for employees and managers, responding to HR-related inquiries via phone, portal, or case management system.
• Provide Tier 1 support by answering common policy, process, and system navigation questions using knowledge articles and scripts.
• Create, document, and route HR service requests (cases) accurately within the case management system (e.g., ServiceNow).
• Assist employees with HR self-service tools, including navigating onboarding tasks, personal data updates, and basic workflows.
• Perform basic HR transactions and data entry under established guidelines and supervision.
• Ensure completeness and accuracy of case documentation, including proper categorization and prioritization.
• Escalate complex or transaction-based inquiries to Tier 2 HR Operations or appropriate HR partners.
• Follow standard operating procedures (SOPs) and maintain compliance with organizational policies and data privacy requirements.
• Support onboarding and offboarding processes by completing assigned tasks and checklists.
• Conduct basic quality checks on work to ensure accuracy and consistency.
• Maintain confidentiality when handling sensitive employee information.
• Contribute to maintaining and improving HR knowledge base content through feedback and documentation.
• High School Diploma or GED.
• High School Diploma with two (2) years of experience in human resources, administrative HR support, or a healthcare operational environment.

Technical Knowledge, Skills, and Abilities:

• Basic understanding of HR functions and employee lifecycle processes (or ability to quickly learn).
• Strong customer service skills with a professional and empathetic approach.
• Ability to follow defined processes, scripts, and guidelines with attention to detail.
• Effective verbal and written communication skills.
• Ability to accurately enter and manage data in ServiceNow.
• Basic problem-solving skills and ability to recognize when to escalate issues.
• Strong organizational skills and ability to manage multiple tasks in a fast-paced environment.
• Proficiency in Microsoft Office applications and ability to learn new systems (e.g., HRIS, ServiceNow).
• Ability to maintain confidentiality and handle sensitive information appropriately.