Command Center Lead

ISHE; Thousand Oaks (CA); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Careerwebsite is seeking an employee support analyst to manage entry points for payroll, benefits, access and device questions, delivering timely responses by phone, email and portal.

The role requires knowledge of HR, payroll and benefits processes, familiarity with ITSM practices (ITIL), and experience with union or multi-state workforces. On-site enrollment support may be needed and case-tool experience with ServiceNow, Freshservice or Zendesk is valued.

Qualifications

• Knowledge of HR, payroll and benefits processes.
• Familiar with ITSM practices (ITIL).
• Experience with union and multi-state workforces.
• Carveout transactions experience.

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.
• Qualifies case-tool experience with ServiceNow, Freshservice or Zendesk.

Skills

HR payroll benefits

ITSM ITIL

Multi-state workforce

Union experience

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).