Shared Services Specialists ; remote eligible

Position Summary

The People Shared Services Specialist I serves as a first point of contact for associates and corporate employees seeking support with People-related questions, Workday transactions, policies, programs, and services. This role manages a high volume of cases through Workday and other approved service channels. The Specialist delivers timely, accurate, professional, and empathetic support; resolves inquiries within established scope; documents actions clearly;

and escalates complex, sensitive, or out-of-scope matters to the appropriate Tier 2 or Center of Excellence (COE) teams. The ideal candidate is customer-focused, detail-oriented, comfortable using technology, and able to balance productivity, accuracy, confidentiality, and quality in a fast-paced service environment. This role is an excellent opportunity for someone who enjoys solving problems, helping others navigate People processes, and contributing to a positive associate experience.

• Receive, research, respond to, and resolve associate and employee inquiries through Workday Help Case Management and/or other approved support channels.
• Manage a high-volume case queue while prioritizing work based on urgency, business impact, service-level commitments, and established procedures.
• Provide clear, accurate, professional, and customer-focused written responses that address the individual’s question and explain next steps when applicable.
• Apply established policies, standard operating procedures, knowledge articles, process documentation, and system resources to resolve inquiries accurately and consistently.
• Complete permitted Workday transactions and support requests within the role’s defined scope, following established controls and approval requirements.
• Take ownership of cases from intake through resolution whenever possible, ensuring appropriate follow-up and a positive support experience.
• Identify when an inquiry requires escalation because of complexity, sensitivity, risk, policy interpretation, system issues, or work outside the Specialist’s authorized scope.
• Escalate cases to the appropriate Tier 2, COE, HRIS, Absence/Benefits, Payroll, Talent Acquisition, or other teams in accordance with defined escalation procedures.
• Maintain complete, accurate, and timely case documentation, including the issue, research performed, actions taken, information provided, disposition, and escalation details.
• Protect confidential associates, employees, and company information in accordance with company policies, privacy requirements, and data handling standards.
• Meet established performance expectations related to case quality, productivity, response time, resolution time, schedule adherence, customer experience, and service level agreements (SLAs).
• Participate in training, calibration sessions, team meetings, quality reviews, and knowledge-sharing activities to build proficiency in People processes, Workday functionality, and support tools.
• Help to identify recurring questions, unclear processes, knowledge gaps, system issues, or opportunities to improve self-service and share observations with leadership.
• Demonstrate flexibility as People processes, Workday functionality, business priorities, organizational structures, and service-delivery needs evolve.

• High school diploma or equivalent.
• 1+ years’ experience using Workday & Workday Help Case Management.
• 1+ years of experience in customer service, contact center operations, shared services, case management, help desk support, administrative support, retail operations, hospitality, HR support, or another high-volume service environment.
• Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and…