Sr. HR Support Coordinator

Department: Office of Human Resources
Salary/Grade: NEX/14

Job Summary:

The Senior HR Support Coordinator serves a key role in askHR, the cross-functional service hub that provides front-line Human Resources support to Northwestern employees and administrators. This role fields a variety of inquiries related to HR functions and systems ranging across all HR units, including Benefits, Payroll and Tax, Operations, Talent Development and Well Being, and Talent Acquisition.

To actively support the Northwestern community, the Senior Support Coordinator must gain a working knowledge of numerous HR topic areas and become proficient in several software systems. This individual must be able to work under limited supervision while actively problem-solving and troubleshooting on the spot. Support cases handled by the Senior Coordinator are often atypical and require a deeper level of analysis and self-sufficiency than is expected of a junior coordinator role.

This position is a highly visible representative of the Office of Human Resources and Northwestern University. Professionalism, refined communication skills, and excellent customer service are expected in all interactions with the internal and external Northwestern community.

Customer Service Responsibilities:

• Manage client inquiries in a timely and accurate manner through four primary contact points: live phone calls, email tickets, in-person transactions, and scheduled video meetings
• Utilize existing resources and systems to investigate and resolve specific issues for clients
• Serve as an escalation point for more complicated problems and evaluate when additional assistance is required from management, IT support, or subject matter experts (Tier 2)
• Track frequent questions and grievances, identifying when recurring issues arise or when development of further resources is needed
• Support various HR transactions and system-related tasks, including but not limited to: I-9 processing, employment verifications, and paycheck distribution
• Maintain internal knowledgebase assets and Standard Operating Procedures and assist in onboarding new HR Support Coordinators

System Support:

The Senior HR Support Coordinator is responsible for providing front-line (Tier 1) support for all HR systems, including:

• HR Enterprise Applications: myHR (PeopleSoft HCM), Workforce Software (timekeeping)
• HR Support Systems: OnBase (document storage and workflow), Fragomen (I-9 processing), Cognos (reporting), myHR Learn (Cornerstone learning management system)
• Task-specific Software: Foreign National Information System (FNIS), Tax Navigator, BenefitFocus, Plan Sponsor WebStation, HireRight, The Work Number

Minimum Qualifications:

• A high school diploma or equivalent required; bachelor's degree is strongly preferred
• 3 years of experience in a customer support role managing a wide variety of inquiries, preferably in a Human Resources environment
• Experience using enterprise software systems, and a demonstrated ability to learn and understand new systems
• Ability to demonstrate a calm, courteous and professional demeanor under pressure when working with a variety of situations and/or people
• Willingness to take initiative and work independently while understanding when to seek counsel from managers and team members

This role is primarily on-site on the Evanston campus, with an opportunity to work from home a limited number of days each year. On-site work on the Chicago campus is required on occasion.

Target hiring range for this position will be between $29.50-31.93 per hour. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.