Command Center Lead

Construction Association of Michigan; Thousand Oaks (CA); Hybrid; USD 60,000 - 85,000; Full time

Job summary

The Construction Association of Michigan seeks an experienced Command Center/employee support analyst to manage intake channels, triage, escalation, and SLAs. The role involves maintaining knowledge bases and leading enrollment sessions, with familiarity in HR, payroll, benefits, and ITSM practices.

On-site support is expected, with experience in ServiceNow, Freshservice, or Zendesk. Strong communication and organizational skills are essential for handling multi-state workforce needs and union

Qualifications

• Knows HR, payroll and benefits processes and ITSM practices (ITIL).
• Experience with union and multi-state workforces.
• Experience with carveout transactions.

Responsibilities

• Answers employee questions by phone, email and portal: payroll, benefits, access, devices.
• Logs, categorizes and routes cases; follows escalation paths.
• Keeps knowledge base current; flags trends.
• Supports on-site enrollment sessions if needed.
• Qualification - Case-tool experience (ServiceNow, Freshservice, Zendesk or similar).

Skills

HR knowledge

Payroll knowledge

Customer service

Communication skills

Tools

ServiceNow

Freshservice

Zendesk

Job description

Designs the employee support model: intake channels, categories, triage, escalation, SLAs.
Stands up tooling, knowledge base, FAQs and scripts; stays aligned to employee comms.
Runs daily issue huddles and reporting to the IMO; manages surge around payroll dates and C-Day.
Plans command center wind-down and handoff to HR and IT.
Qualification - Knows HR, payroll and benefits processes; familiar with ITSM practices (ITIL).
Qualification - Experience with union and multi-state workforces.
Qualification - Exprienced with Carveout transactions

Note: Also in need of Command Center analysts

Responsibilities include:

• Answers employee questions by phone, email and portal: payroll, benefits, access, devices.
• Logs, categorizes and routes cases; follows escalation paths.
• Keeps knowledge base current; flags trends.
• Supports on-site enrollment sessions if needed.
• Qualification - Case-tool experience (ServiceNow, Freshservice, Zendesk or similar).