Employee Experience Command Center Lead

Colorado Psychiatric; Thousand Oaks (CA); Hybrid; USD 65,000 - 85,000; Full time

Job summary

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.

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.

Skills

HR processes

Payroll processes

Benefits processes

ITIL / ITSM

Union workforce experience

Multi-state workforce

Carveout transactions

Tools

ServiceNow

Freshservice

Zendesk

Job description

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.