HR Services Coordinator II

The role performs a variety of day-to-day Tier1 and knowledgebase-dependent case management functions acting as the primary point of contact for employees seeking assistance from HR Operations, Benefits, Payroll, Data Management, and other HR-related matters. The role ensures timely and accurate responses based on standard operating procedures and document-based references, including, but not limited to policies, work instructions, quick reference guides, and FAQs. The role will also collaborate with several HR Services functions, aid in maintaining the knowledge base, and generate reports from ServiceNow.

Position Summary:

The AskHR and Knowledge Management (KM) Coordinator II performs a variety of day-to-day Tier1 and knowledgebase-dependent case management functions acting as the primary point of contact for employees seeking assistance from HR Operations, Benefits, Payroll, Data Management, and other HR-related matters. The role ensures timely and accurate responses based on standard operating procedures and document-based references, including, but not limited to policies, work instructions, quick reference guides, and FAQs. The role will also collaborate with several HR Services functions, aid in maintaining the knowledgebase, generate reports from ServiceNow, and perform other ad hoc tasks to support process optimization.

Key Responsibilities:

Ticket Routing (Traffic Cop) (35%)

• Receives, reviews, and prioritizes HR Case tickets.
• Assign tickets to appropriate AskHR functions or HR Departments.
• Monitor ticket progress and ensure timely resolution.
• Provides accurate, clear, complete and comprehensive answers to Tier 1 HR-related general inquiry tickets according to the published knowledgebase articles (KBAs).
• Coordinate and provide endorsement to non-HR tickets.
• Escalate complex issues to HR Supervisor as needed.

Tier 1 Case Management (15%)

Knowledge Management Coordination (20%)

• Coordinates KBA life cycle based on established governance and guidelines.
• Updates and maintains internal work instructions based on approved processes.

Case Management and Knowledge Management Reporting (15%)

• Utilize the Reports function in ServiceNow, including, but not limited to activities such as reports generation, dashboard creation and maintenance, data cleanup, and basic data analysis.

Ad hoc tasks (15%)

• Provide ad hoc support to other AskHR and KM initiatives including documentation, and process optimization.
• Coordinate system-related issues reported by AskHR functions and track updates provided by the Dev Team.

Job Requirements:

• Bachelor's degree from a reputable educational institution.
• Basic knowledge and experience using ServiceNow Case Management, Knowledge Management, and Reports.
• Basic understanding of knowledge and content management, and the principles of knowledge-centered service.
• Experience in stakeholder management, especially coordination of knowledge management with Subject-Matter Experts.
• Proficiency in Microsoft Office applications.
• High attention to detail and problem-solving skills, strong analytical skills to identify issues and determine the best course of action and ability to prioritize tasks based on urgency and importance.  
• Good customer service and interpersonal communication skills and the ability to communicate effectively via email, phone or in-person.
• Must have strong commitment to providing excellent service to employees and ability to maintain a positive and helpful attitude even in challenging situations.
• Strong interpersonal communication skills and the ability to communicate effectively via chat, call, or in person.
• Ability to quickly learn and adapt to new software and technologies and seek opportunities to increase effectiveness and efficiency with continuous learning mindset to stay updated on changes.
• Able to work flexible hours, including shifts and public holidays (24/5 support).

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities. 

OUR CORE PRINCIPALS:  Safety.  Integrity. Respect.  Teamwork.  Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development