Associate Specialist, Contact Center

4 days ago

Taguig, National Capital Region, Philippines Analog Devices Full time ₱250,000 - ₱450,000 per year

We are looking for a highly motivated
HR Operations Specialist
to join our
Global Business Services (GBS) NAMEUR Front Office Team
and will work in night shift. This role delivers front-line HR support through multiple channels and plays a key part in resolving inquiries, coordinating transactions, and maintaining HR documentation. The ideal candidate is customer-focused, detail-oriented, and well-versed in HR systems such as
ServiceNow
,
Workday
, and other enterprise tools.

*This position will be based in our BGC office.

Candidates with a strong background in
background screening
,
onboarding process
, and
ServiceNow
and
Workday system enhancements
will be highly preferred.

Key Responsibilities

Employee Support & Issue Resolution

  • Serve as the first point of contact for HR inquiries from employees and managers via ServiceNow, email, phone, messaging platforms.
  • Provide accurate, complete, and timely guidance on HR processes, policies, and systems.
  • Escalate complex requests and partner with SMEs, regional/global HR teams, or COEs as needed.

System Usage & Case Management

  • Use ServiceNow to manage HR tickets and workflows, ensuring SLA compliance and documentation accuracy.
  • Support transactions and inbox monitoring in Workday and other HR systems.
  • Maintain audit-ready case records and contribute to knowledge-sharing efforts.

HR Transactions, Document Issuance & Communication Support

  • Process a variety of HR-related requests, including employee self-service and manager-initiated changes (e.g., job details, supervisor updates).
  • Prepare and issue
    Certificates of Employment (COE)
    ,
    visa letters
    , and
    guarantee letters
    , ensuring accuracy and adherence to global/local requirements.
  • Collect, validate, and route HR forms and documentation for downstream processing; ensure timely tracking and action for submitted documents.
  • Coordinate and manage preparation of
    broadcast email requests
    , including documentation, approvals, and on-time release.
  • Support
    SharePoint Online page creation and content management
    for internal HR resources and employee access.
  • Manage
    201 file documentation
    and handle requests in compliance with internal records management standards.
  • Support and coordinate
    background screening
    ,
    I-9 verification
    , and
    onboarding transactions
    , in partnership with global SMEs and third-party vendors.

Knowledge, Process Support & Continuous Improvement

  • Maintain and enhance internal documentation, FAQs, and knowledgebase articles to ensure consistent and accurate service delivery.
  • Track and report individual KPIs; contribute to the team's performance scorecard and operational insights.
  • Participate in user acceptance testing (UAT), system enhancement efforts (e.g., ServiceNow and Workday), and process improvement initiatives.
  • Collaborate with global and regional counterparts to ensure alignment in tools, process execution, and documentation standards.

What We're Looking For

  • Experience in an HR shared services, contact center, or employee support environment.
  • Proficiency in using
    ticketing tools
    like ServiceNow and
    HR systems
    such as Workday.
  • Knowledge of
    background screening
    ,
    I-9 verification
    , and
    onboarding processes
    , especially in a global setup.
  • Ability to manage and update content using
    SharePoint Online
    or similar platforms.
  • Strong communication skills and a customer-focused approach.
  • Excellent organizational and time management skills; able to handle multiple priorities in a fast-paced environment.
  • High attention to detail and strong documentation practices.

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