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People Coordinator
Job in
Raleigh, Wake County, North Carolina, 27601, USA
Listed on 2026-11-02
Listing for:
International Business Machines Corporation
Full Time
position Listed on 2026-11-02
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Business Analyst
Job Description & How to Apply Below
- Hands-on Service Delivery & Ticket Queue Management:
Manage daily employee inquiries across standard and complex topics using active listening, fast turnaround, and standard operating procedures to ensure high-quality service delivery. - Pod Operational Support:
Execute foundational administrative workflows across assigned operational domains (e.g., onboarding/offboarding logistics, benefit enrollment tracking, contract updates, time/leave processing, or frontline ticket reclassification). - Smart Troubleshooting & Escalation:
Act as a careful gatekeeper by investigating complex cases, gathering full background details, and resolving issues independently before escalating non-routine cases to Tier 2 Specialists or Subject Matter Experts. - Knowledge Management & Content Updates:
Draft, refine, and update internal job aids, routing guides, and associate-facing Knowledge Base Articles (KBAs) the moment new solutions or policy shifts are identified. - System & Data Integrity:
Maintain accurate ticket documentation in Service Now/Workday, execute clean cross-functional handoffs between HR, Payroll, and IT teams, and adhere strictly to global data privacy standards. - Process Optimization & Peer
Collaboration:
Help identify recurring ticket bottlenecks, system bugs, or policy gaps, and collaborate with team leads and peers to continuously improve team tools, job aids, and self-service routing.
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