HR Staff Services is connecting staff, managers and local HR teams to Amgen's global HR programs and tools. For all global HR questions, we are the place to go to!
Accountabilities:
- Ensure that inquiries are managed and customers are serviced according to service level agreements and local & global policies & procedures.
- Act as a dedicated point of contact for our customers (staff, managers and local HR).
- Ensure that HR transactions are processed according to global processes and compliance.
- Act as designated subject matter expert on one or more of our expertise areas and be responsible for supporting to maintain our Knowledge base.
Responsibilities:
- Provide excellent tier 1 customer experience to our stakeholders in accordance with Service Level Agreements on the initiation of HR transactions.
- Log and manage cases, escalations and triaging to tier 2/3 using the ServiceNow case management system.
- Represent HR Connect to all staff and provide, based on needs and requirements, training, presentations to staff/manager and HR.
- Provides support and answers to staff and managers on Global HR self service tools, HR processes, HR systems, and HR policies.
- Develop and maintain the knowledge database in close collaboration with the knowledge management team.
- Identify improvements and optimizations in Tier 0 knowledge articles.
- Be able to troubleshoot in more complex system inquiries and identify solutions.
- Support managers and HR on workday transactions, data audits and UAT support.
- Maintaining data confidentiality and governance.
- Create and run reports in Workday and Servicenow
- Suggest improvements on policies and procedures between service centre sites and HR teams
- Represent HR Connect in HR (global, regional, local) Projects and system & process improvements linked to Workday, BRAVO!, MAP (performance cycle) etc.
- Building strong stakeholder relationships, collaborate and share best practices across Coe's and HR teams.
Skills And Experience:
- 4 to 6 years experience in Tier 1 HR operations, case management and Workday data administration.
- Strong English verbal and written communication skills that are clear and concise
- Keen attention to detail and ability to accurat ely process transactions and data.
