Payroll And Time Tracking Specialist

PAYROLL AND TIME TRACKING SPECIALIST

DEPARTMENT OF HUMAN RESOURCES

CITY OF WORCESTER

The City of Worcester is seeking qualified applicants for the position of Payroll and Time Tracking Specialist within the Payroll Division of the Human Resources Department. Under the direction of the Payroll Director, the Payroll and Time Tracking Specialist will provide front-line customer service and support to City of Worcester employees and residents. This position will predominantly support Workday payroll and time tracking for employees but will also assist with benefits inquiries and general Human Resources (HR) operations.

This position is expected to perform initial research and troubleshooting for customer service inquiries and, if necessary, escalate to Payroll, HR, Benefits or Workday subject matter experts as needed. This role requires strong customer service skills, attention to detail, and working knowledge of payroll and HR processes, with the ability to work collaboratively across HR divisions.

Bilingual applicants are encouraged to apply.

ESSENTIAL ELEMENTS:

* Serve as a primary customer service point of contact for employees and personnel surrounding all Workday, HCM, payroll, time tracking, absence benefits and Human Resources-related inquiries in person, by phone or via email.

* Respond to employee inquiries related to pay, deductions, taxes, direct deposit, time entry, leave balances, and benefit deductions using Workday HCM and Payroll.

* Perform initial review, research, and troubleshooting of reported issues to determine the root cause of the issue.

* Monitor and respond to general human resource inquiries and appropriately, triage and route issues to Payroll, Benefits, Human Resources, Time Tracking, or Workday technical staff or third parties as appropriate. Escalate any issues as needed to the appropriate Supervisor or Manager within the Human Resources divisions.

* Track, document, and follow up on employee inquiries to ensure a timely resolution and high-quality customer service.

* Assist payroll & benefits staff by gathering documentation and information required to resolve discrepancies or corrections.

* Assist with data flow between time tracking, payroll absence and benefits.

* Assist with communication to employees, timekeepers and managers regarding payroll schedules, deadlines, and system updates.

* Assist and support the regular processing of payroll, time tracking & absence integrations as needed (EIB support, data support, auditing)

* Identify and track any recurring issues that may come through.

* Other duties as assigned.

SECONDARY ELEMENTS:

* Respond to general inquiries and direct employees, retirees, or residents to appropriate city divisions when necessary

* Act as a backup escalation point for benefit related issues when front-line or customer service staff are unavailable or unable to resolve them

* Assist with Workday testing, upgrades, implementations, and process improvements

* Assist Benefit staff by gathering documentation and information required to resolve discrepancies or corrections

* Analyze and resolve Benefit and withholding inquiries or changes requested by employees, Human Resources or Technical Services Departments

* Act as a backup support for processing employment forms assisting new employees with payroll, benefits or HR related documentation as needed

* Other duties as assigned

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

* Working knowledge of Workday HCM, Payroll, Benefits and Time Tracking or similar Enterprise Resource Planning (system

* Strong customer service and interpersonal skills with the ability to work effectively with diverse populations and stakeholders

* Working knowledge of federal and state regulations related to employee payroll administration

* Ability to work professionally and compassionately with the public and all levels of staff/management and explain information to employees with varying levels of understanding

* Strong analytical and organizational skills with attention to detail

* Ability to handle sensitive and confidential information with discretion and maintain strict confidentiality

* Ability to manage multiple inquiries and prioritize…