HR Services Coordinator I

Position Summary
JOB DESCRIPTION
The
AskHR and Knowledge Management (KM) Coordinator I
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) (45%)

• 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%)

• 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.

Knowledge Management Coordination (15%)

• Coordinates straightforward amendments/review and updates to KBAs based on established governance and guidelines.
• Updates internal work instructions based on approved processes.

Case Management and Knowledge Management Reporting (10%)

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

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.
• 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) in Mandaluyong.
• Open to work on a fixed term contract (10 months)

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
About The Team
Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.