The Senior Shared Services Representative provides a high touch client experience by delivering Workday, Saba, Taleo and technology support as well as reporting solutions to our clients. The position is the point of contact for the accurate and timely resolution of MyHR Tier 2 complex and urgent requests.
Develops, delivers, and maintains Workday data and reporting solutions to address client requests.
Actively participates in the Workday project life cycle, with a strong emphasis in testing and deployment activities.
Collaborates with the Workday and HRIS Business Services team to support Workday functionality and perform all administrative functions required to service clients
Partner with HR clients to confirm/refine business requirements for reporting. Design, develop, and maintain reports to expand the reporting, dashboard, and analytics footprint.
Performs research on problems, separating the symptoms from the actual cause, and identifies corrective measures. Implements and documents solutions.
Offer a high touch client experience by managing escalated, technical, and urgent system and reporting requests through completion and within established workflows, SOPs, and protocol. Ensures necessary follow-up to improve client satisfaction.
Provides consultative support to employees, managers, the HR partners, Tier 1 reps and Management.
Contributes to knowledge management capital through activities such as sharing documented lessons learned, facilitation of Workday knowledge sharing sessions, and creates knowledge documents.
Mentor Tier 1 reps, onboard trainee representatives, audit trainee cases, and identify training opportunities to enhance trainee's performance.
Work closely with Tier 1 reps to document/identify process improvements and current trends/issues to improve the client experience while gaining operational efficiency and productivity.
Participate in projects and lead MyHR internal projects.
Ability to work flexible schedule as needed to meet business needs
This position reports to the Assistant Vice President, HR Shared Services.
Minimum of 3 years of relevant client interaction skills with a progression of resolving more complex and challenging client interactions.
Project management skills
Creation of test scripts
Exceptional client satisfaction skills
Excellent problem-solving skills, analytical skills and communication skills
Ability to multi-task and prioritize work assignments and projects based on urgency and severity
Ability to adapt to a fast-paced, changing environment
Strong written and verbal communication skills
Demonstrated coaching skills
Ability to work in a team environment
Continuously strives to provide superior products and customer service
Displays technical and functional competence and expertise
Demonstrates self-awareness and embraces feedback
Proactively looks at new and different ways of approaching work
Minimum of 2 years of Workday administration and reporting knowledge
Minimum of 3 years of customer service skills with a progression of handling more complex and challenging client interactions.
Strong Microsoft Word, Excel, PowerPoint skills
Bachelor's Degree or equivalent work experience
Medical, dental, vision, and prescription plans
Attractive Paid Time Off (PTO)
Life and disability insurance
Tuition assistance program
Social responsibility is part of our mission. It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards. As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting diversity and inclusion.
Travel will be required to other offices. Approximately 10% or less.
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Guardian® is a registered trademark of the Guardian Life Insurance Company of America.