HR Operations Analyst - Hybrid Support Specialist

Collins Aerospace; Puerto Rico; Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Healthcare

Parental leave

Flexible work schedules

Educational assistance

Backup care

Job summary

RTX Enterprise Services in Santa Isabel, Puerto Rico, is seeking an Analyst for the People Services Contact Center. The role supports employees, managers, and HR professionals across RTX businesses, researching inquiries and providing timely guidance with a proactive service mindset.

You will work with HR Partners on complex issues, using ServiceNow, Workday, and Case Management to resolve requests and improve knowledge resources. Hybrid work arrangement.

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

Responsibilities

• 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 elevate 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.

Skills

Customer service

Policy interpretation

Content creation

Communication skills

Team collaboration

Problem solving

Attention to detail

Handling confidential material

Education

University degree or equivalent

Tools

ServiceNow CRM

Workday

ADP Enterprise

MS Office

Job description

RTX Enterprise Services in Santa Isabel, Puerto Rico, is seeking an Analyst for the People Services Contact Center. The role supports employees, managers, and HR professionals across RTX businesses, researching inquiries and providing timely guidance with a proactive service mindset.

You will work with HR Partners on complex issues, using ServiceNow, Workday, and Case Management to resolve requests and improve knowledge resources. Hybrid work arrangement.