Command Center Lead

Colorado Psychiatric; Thousand Oaks (CA); Hybride; USD 65 000 - 85 000; Plein temps

Résumé du poste

Careerwebsite in Thousand Oaks, CA, seeks an Employee Support Specialist to design and operate the employee support model, coordinating intake channels, triage, escalation, and SLAs while aligning to payroll and benefits processes.

You will log, route and escalate cases, maintain a current knowledge base, and support on-site enrollment sessions as needed, leveraging ServiceNow, Freshservice or Zendesk.

Qualifications

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

Responsabilités

• 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.

Connaissances

HR processes

Payroll processes

Benefits processes

ITIL / ITSM

Union workforce experience

Multi-state workforce

Carveout transactions

Outils

ServiceNow

Freshservice

Zendesk

Description du poste

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).