SPE - US HR Operations [Hire To Retire]

Cognizant; Hyderabad; On-site; INR 350,000 - 650,000; Full time

Job summary

Cognizant is seeking an HR Helpdesk Analyst in Hyderabad to manage employee HR and payroll inquiries via multiple channels, including calls and tickets. The role emphasizes understanding client processes and delivering accurate responses while safeguarding data and privacy.

You will document inquiries in the case management system, support lifecycle events like onboarding and open enrollment, and collaborate across HR and IT to improve processes.

Qualifications

• Graduate or MBA in HR or equivalent.
• 2–5 years of work experience in HR Helpdesk.

Responsibilities

• Respond to employee inquiries via call, chat, and tickets with clear communication.
• Assist with policy navigation, data changes, payroll and benefits inquiries.
• Create and refer SOPs/DTPs for employee transactions.
• Meet SLAs for timeliness and quality of queries.
• Collaborate with HR and IT teams to resolve issues.

Skills

HR Helpdesk experience

English fluency

Workday

MS Office

Case management

Customer service

Analytical skills

Independent worker

Education

Graduate or MBA in HR

Tools

Workday

HRIS

Job description

Role brief

The HR Helpdesk Analyst role involves managing employee HR / Payroll inquiries through various channels tickets/ cases, chat, and telephone. The role requires developing a deep understanding of the client organization to respond effectively to employee inquiries originating from multiple sources. The HR Service Delivery Solutions Specialist will have a strong customer service orientation with the responsibility to use independent judgement and problem-solving skills to address Client Associate inquiries regarding HR policies and processes and resolve Associate problems including pay and benefits issue resolution. They will also be responsible for accurately documenting and managing all Associate inquiries via the case management system. Additionally, the Specialist will participate in the planning, development, and delivery of Associate life-cycle support for events such as on-boarding, open enrolment, performance management, and facilitating the exit process. The Specialist will be required to partner successfully across HR and IT functional teams to resolve Associate issues, provide solutions, and offer recommendations for process enhancements and improvements.

Core Responsibilities:

• Respond to employee inquiries and transactional services over call & ticket with excellent communication skills.
• Support managers and employees with policy and navigation inquiries, transactions such as employee personal data changes, job data changes, promotions, demotions, salary changes, performance management, learning, severance, payroll and tax inquiries, exit / termination and leave of absence on Workday.
• Create/ refer to Standard Operating Procedures (SOPs) and Detailed Task Procedures (DTPs) for completing employee transactions.
• Meet SLAs for timeliness and quality in handling queries.
• Be adept in the HR helpdesk environment.
• Work with onshore partners to get trained on all queries received from employees.
• Follow compliance and quality guidelines to ensure correct information is provided for all queries.
• Transfer to relevant leads or onshore counterparts for all Tier 2 transactions as per the defined process.
• Escalate high-priority cases for immediate intervention.
• Create a repository for all out-of-scope queries and get trained to shift left these into Tier 1.

Knowledge, Skills and Abilities

• Thorough understanding of core HR principles, practices and procedures including leave requirements and other legal protections afforded by the FMLA, ADA and other applicable laws
• Experience in HR Helpdesk role, delivering services, preferably HR and from a shared service center environment. (SME 3+)
• Passion for delivering great employee experience, be energetic and drive and efficiently manage resolution of every employee query.
• Fluent in English
• Experience working with Workday and workflow systems (Workday)
• Strong problem-solving skills, ability to manage conflict and attention to detail
• Open to work in US shifts
• Proficiency using PC-based applications (such as Microsoft Excel, PowerPoint, Word)
• Strong customer service orientation
• Experience with case management
• Demonstrated experience with HRIS systems
• Ability to think critically, with excellent analytical and organizational skills
• Ability to work independently and know when to ask for help when needed, with experience in a work from home environment
• Communicate with solid written and verbal communication skills.
• Demonstrated problem-solving & documentation skills

Education and work experience requirements

• Graduate or MBA in Human Resources or equivalent
• With overall 2-5 years of work experience in HR Helpdesk.