Analyst, HR Operations (Puerto Rico)

Prattwhitney; Santa Isabel (PR); Hybrid; USD 42,000 - 68,000; Full time

Benefits offered by this job

Parental leave

Flexible work schedules

Achievement awards

Educational assistance

Child/adult backup care

Job summary

RTX is seeking an Analyst for the People Services Contact Center in Santa Isabel, Puerto Rico, to deliver HR support across the organization. You will research, analyze and respond to inquiries, guiding employees, managers and HR partners through policies using ServiceNow, Workday and other systems.

Join a growing team that emphasizes customer-focused service, compliance and knowledge sharing while supporting ~3,000 employees and collaborating with HR partners to resolve issues and improve

Qualifications

• Typically requires a University Degree or equivalent experience and minimum 2 years of prior relevant experience
• Experience in an HR Shared Services center or a similar customer facing environment
• MS Office applications experience is required

Responsibilities

• Provide superior customer service to employees, managers, and HR professionals across RTX via phone, email, chat, and Case Management
• Interpret policies and convey them in a simplified manner
• Identify and audit content for knowledge bases and articles
• Use ServiceNow, Workday, and other systems to answer questions and resolve issues
• Document inquiries in the case management system and escalate as needed to meet SLAs
• Educate employees on HR services and promote self-service
• Support quality, compliance and process improvements using CORE tools
• Ensure adherence to company policies with a focus on compliance
• Collaborate with People Services to meet or exceed targets
• Follow written work instructions available in English

Skills

Customer service

Communication skills

Team collaboration

Education

University Degree or equivalent experience

Tools

ServiceNow CRM

Workday

ADP Enterprise version

Job description

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense.

The following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico:

We’re looking for customer focused, pro-active, energetic and collaborative employees to join our newly formed and growing team who have the ability to serve as an Analyst for the People Services Contact Center. This service center will provide support to employees, managers, and HR professionals in all RTX business units in Mexico. In this exciting role, you will research, analyze and respond to inquiries ranging from simple policy questions to much more complex issues working closely with our HR Partners.

What You Will Do

• Provide superior customer service, accurate and timely first contact resolution to ~3,000 employees, managers, and HR professionals across RTX via phone calls, email, chat, and Case Management
• Interpret simple and complex company and business unit policies and procedures, having the ability to convey them in a simplified manner
• Identify, recommend, create and audit content or knowledge articles to be added to the external and internal knowledge base
• Utilize multiple online systems, including ServiceNow CRM, Enterprise version 5 and Workday to answer questions, troubleshoot issues, complete requests and help resolve employee, manager and HR needs
• Utilize the case management system to document and escalat inquiries following both defined and undefined process steps to achieve required service level agreements
• Receive calls and answer inquiries via telephony and interactive voice response (IVR) technology
• Educate employees on HR services available and encourage employee and manager self-service
• Promote quality, compliance management, and process improvements using CORE tools and guidance
• Ensure adherence to company policies and procedures, with a strong focus on compliance
• Work collaboratively with all areas of People Services to ensure that the overall targets are met and/or exceeded
• Responsible for achieving internally-set quality standards and identified goals and metrics
• This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

Qualifications

• Typically requires a University Degree or equivalent experience and minimum 2 years of prior relevant experience, or an Advanced Degree in a related field.
• Previous experience in an HR Shared Services center or a similar customer facing type of environment 1+ years of experience working with MS Office applications

Desired Qualifications

• 1 or more years’ experience with HR policy or other areas of expertise (i.e. Compensation, Benefits, Payroll, Talent Management)
• Experience with ServiceNow CRM, Workday, ADP Enterprise version
• Excellent problem solving skills and strong customer service skills
• Ability to work both independently and in a team environment
• Ability to have foresight, discernment, insight and utilize good judgment skills
• Strong attention to detail and organizational skills
• Excellent communication skills (written and oral) with all levels of the organization
• Ability to work with highly sensitive and confidential material and possess good business judgment and ethics

What We Offer

• Parental (including paternal) leave
• Flexible work schedules
• Achievement awards
• Educational assistance
• Child/adult backup care

Work Location: This is a hybrid role, eligible candidates must currently residing near Santa Isabel, Puerto Rico. Relocation eligible: No

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class.

RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

RTX is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace, Pratt & Whitney, and Raytheon. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, Virginia.