Job Title : HR Service Center Representative (Workday Support)
Location: Manhattan, NY
Term: 6 Month Contract
Setup: Hybrid working schedule
Hours: 37.5 hours per week, generally Monday–Friday
Assigned shift: 8:00 a.m.–4:00 p.m. or 11:00 a.m.–7:00 p.m
Work arrangement: Remote work is anticipated in November–December, followed by on-site work during the January–February go-live support period. Remote work may resume in March, depending on business needs.
Pay Ranges: $20.00 to $22.00/hr
HR Service Center Representative (Workday Support)
Job Summary
The HR Service Center Representative provides Tier 1 support to employees and managers through phone, email, and other service channels. This role answers questions about HR programs and policies, supports Workday HCM and ERP transactions, and works to resolve inquiries at the first point of contact whenever possible. The representative documents cases, follows up with employees, and escalates more complex issues to Tier 2 support.
Job Responsibilities
Employee Support and Case Resolution
- Respond to basic and moderately complex inquiries about HR processes, policies, systems, and services.
- Provide timely, accurate support through calls, email, service requests, and case management tools.
- Identify issues, document troubleshooting steps, resolve cases when possible, and escalate issues that require specialized support.
- Use call scripts, standard procedures, and the HR knowledge base to provide consistent answers.
- Guide employees and managers through self-service tools so they can complete routine tasks independently.
- Follow up on open cases and keep employees informed of their status.
- Seek guidance from a supervisor when handling unfamiliar issues.
Workday and HR Operations Support
- Support user inquiries, transactions, and tickets related to the existing Workday HCM platform and the Workday ERP implementation.
- Assist with routine processes involving recruiting, employee and manager self-service, absence, performance management, benefits, payroll, finance, and compensation.
- Complete Workday and other system transactions in accordance with standard operating procedures.
- Partner with HR Business Partners, managers, and teams across Finance, IT, Supply Chain, and Research to troubleshoot issues and support business processes.
- Help employees and managers adopt new systems and processes.
Knowledge Base and Process Improvement
- Help develop and update HR knowledge base content.
- Stay informed about changes to system functionality, HR policies, procedures, and compliance requirements.
- Share recurring issues and customer feedback with the manager, and recommend improvements to service and workflows.
- Assist with testing HR system enhancements and assessing their impact on employees, managers, and HR processes.
- Help train new HR Service Center Representatives as needed.
Qualifications
Required
- High school diploma or GED.
- Customer service experience or a demonstrated aptitude for customer support.
- Ability to communicate clearly in spoken and written English, manage cases accurately, and provide timely follow-up.
Preferred
- Associate degree or vocational training in HR or communications.
- Experience in a business environment, HR operations, case management, or Workday.