HR Shared Services Specialist, PRN

Under limited supervision, the HR Shared Services Coordinator is the primary point of contact for customers seeking assistance with PeopleSoft 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.

Qualifications:
Minimum Education
Bachelor's Degree (Required)

Minimum Work Experience
5 years related experience (Required)

Required Skills/Knowledge
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

Functional Accountabilities
Technical

• 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.

Process Improvement

• 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.

Lead and Guide

• Acts as a resource for HRIS Representatives to resolve complex customer issues.

• Trains and mentors less experienced staff on processes and procedures.

• Create a positive work environment that encourages others' ideas and opinions.

Organizational Accountabilities
Organizational Accountabilities (Staff)
Organizational Commitment/Identification

• Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others' ideas and opinions

Performance Improvement/Problem-solving

• Contribute to a positive work environment

• Demonstrate flexibility and willingness to change

• Identify opportunities to improve clinical and administrative processes

• Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

• Use resources efficiently

• Search for less costly ways of doing things

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance