HR Shared Services Spec

1 Inventa Place Silver Spring, MD 20910

Department 10043 HRIS

Pay Range $57,969.60 - $96,616.00 Shift: Day

Under limited supervision, the HR Shared Services Specialist is the primary point of contact for customers seeking assistance with People Soft HR module related transactional issues. Utilizes knowledge of the standards of operations and of the tools necessary to monitor HR transaction quality and reports results. Serves as the Subject Matter Expert for HR transaction inquiries. May recommend system functionality enhancements or team productivity improvements.

Provides guidance to other HRIS Call Center staff to ensure that a consistent and positive customer experience is being projected and that inquiries are being resolved as quickly and efficiently as possible.

Bachelor's Degree (Required)

5 years related experience (Required)

• Strong attention to details and dedication to identify areas of strength and opportunity
• Self-motivated, with time management and organizational skills
• Displays a positive "can do" attitude when troubleshooting or problem solving
• Utilizes judgment, diplomacy, and collaboration skills to interact positively and communicate appropriately with team members, management, stakeholders and customers
• Ability to independently research and respond to technical questions and issues
• Ability to combine technical knowledge with an understanding of expectations to offer creative solutions to complex problems in a practical, timely and efficient manner
• Ability to independently, quickly, and efficiently identify and solve process or technical problems consistent with departmental policies and practices and with the goal of satisfying the customer

• Maintains a broad base of technical skills to diagnose and resolve HR Shared Services transactional issues while displaying excellent interpersonal skills.
• Reviews requests to ensure all required information is available to enter into the HR System of Record (SOR) in accordance with established policies and business processes of Children's National Hospital and its affiliates.
• Monitors HR Shared Services inbox queue to ensure service level agreements are maintained.
• Conducts and reports audit results by measuring HRIS's accuracy.
• Collaborates with Payroll and HR Shared Services to resolve data integrity issues where necessary.
• Works with Cerner to resolves situations identified by the HR Shared Services Call Center personnel.
• Member of a cross functional Performance Management HR Coordinator team that researches, resolves, assists employees and managers with the Performance Management Process Cycles to include reporting metrics.

• Generates and validates canned and ad-hoc reports to help improve operational outcomes.
• Creates dashboards to organize, analyze and interpret data from the call center database (CISCO) that provide pertinent information to and answers questions from management.
• Assists HR Call Center Supervisor with establishing and improving defined business processes to meet production and performance goals.
• Collaborates with Senior Consultants to research, collect and process information for projects.
• Develops a thorough understanding of the HR SOR and makes recommendations to management to enhance functionality.
• Creates suggestions for additional or changes to existing knowledge and process documents.
• Attends meetings where reporting and systems processes expertise is needed and represents the department in both internal and external settings.

• Acts as a resource for HRIS Representatives to resolve complex customer issues.
• Trains and mentors less experienced staff on processes and…