HR Shared Services Analyst

Goodwill Houston

Houston (TX)

On-site

USD 52,000 - 76,000

Full time

3 days ago

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Job summary

Goodwill Houston is seeking an HR Shared Services Analyst to deliver high-volume, transactional HR support across the employee lifecycle. You will interact with employees, managers, candidates, and vendors via the service desk and HR portals, handling benefits, payroll, and HR system questions.

The role involves maintaining HRIS data accuracy (Workday/Paycor), processing lifecycle transactions, and escalating complex issues to senior staff.

Qualifications

High school diploma or GED required; bachelor’s degree preferred.
Experience with Workday or other HRIS systems preferred; enjoy learning new technology.
Familiar with project methodology and writing specs and end-user documentation.
1–2 years HR, customer service, or analytics experience; project team experience.

Responsibilities

Serve as first point of contact for HR inquiries via Service Desk, email, phone, or HR portal.
Respond to questions on benefits, payroll, policies, compensation, verification, and HR systems.
Resolve standard inquiries using SOPs and knowledge articles.
Route escalated cases to Tier 2 or COE partners; maintain SLAs.

Skills

Workday HRIS

Excel

PowerBI

Customer service

Attention to detail

Education

High School Diploma or GED

Bachelor's degree preferred

HR Certification desired

Tools

Paycor

AssureHire

HR ticketing systems

Job description

Job Title: HR Shared Services Analyst

Department: Human Resources (HR)

Reports To: Manager, Shared Services & Benefits

FLSA Status: Exempt

Mission Support

Goodwill Houston (GWH) is transforming lives by connecting people to opportunities that advance the future of work. Through education, training, and employment, we create pathways to success for individuals facing employment barriers. We empower people, strengthen families, and impact communities by addressing both immediate and future workforce needs. With the generous support of our donors and retail customers, we are changing lives through the power of work.

Position Summary

The HR Shared Services Analyst serves as the first point of contact (Tier 1) for employees, managers, candidates, and vendors, providing high-volume transactional, administrative, and customer-focused HR support across the employee lifecycle. This role delivers timely, accurate, and consistent HR services originating from the service desk system, HRIS platforms (e.g., Workday, Paycor (sunsetting), AssureHire), and other HR channels. The person in this position will have the opportunity to learn Workday, through both traditional learning opportunities as well as serving on the Implementation Project Team. The position supports HR Teams, including HR Business Partners, Talent Partners, Employee Relations Partners and other HR functions; administers FMLA/ADA/Other Leave programs, & triages Payroll issues. It also supports Benefits and Compensation, specifically through HRIS systems, ensuring data integrity and a high-quality employee experience. Complex or sensitive matters are escalated to senior HR Shared Services staff or appropriate individuals. Acts as a knowledgeable HR ambassador, providing responsive, customer-focused support to all associates. Effectively assesses inquiries, provides basic guidance, and identifies appropriate resources.

Essential Duties And Responsibilities

Service Delivery & Employee Case Management (Tier 1)

Serve as first point of contact for HR-related inquiries via Service Desk, email, phone, or HR portal
Respond to questions related to benefits, payroll, HR policies, compensation, employment verification, and HR systems
Resolve standard inquiries using knowledge articles, Standard Operating Procedures (SOPs), and job aids
Route complex, sensitive, or escalated cases to Tier 2 or COE partners
Ensure adherence to service level agreements (SLAs) for response and resolution times

HR Transaction Support (Employee Lifecycle Execution)

Assist with employee lifecycle transactions
Maintain accurate HRIS records and ensure data integrity across systems (Workday, Paycor, or equivalent)
Execute standardized workflows and ensure compliance with internal controls

HR Administrative Support

Ensure accuracy of personnel documentation and employee records
Audit onboarding coordination, including I-9 and pre-employment documentation

Reporting, Analytics & Documentation

Generate recurring and ad hoc reports, dashboards, and workforce metrics
Support audit reporting and compliance documentation (e.g., Executive, CARF, HR operational audits)
Maintain accurate case documentation, employee records
Support data validation and reporting accuracy across HR systems

Compliance, Audit & Program Support

Conduct and support audits including:
- Personnel file audits
- Pre-boarding audits
- License/certification tracking
- Data integrity audits
Assist with administrative HR requests as needed

Continuous Improvement & Service Enhancement

Identify opportunities to improve HR processes, workflows, and the employee experience
Recommend updates to knowledge base articles and standard operating procedures
Support adoption of self-service tools and HR technology enhancements
Participate in continuous improvement initiatives across HR

Qualifications

Education/Specialized Training/Licensure: High School Diploma or GED equivalent required, Bachelors Degree preferred, HR Certification desired.
Experience with Workday or other HRIS system preferred; must be familiar with systems and enjoy learning and using new technology.
Familiar with project methodology and writing both specification and end user documentation
Work Experience: 1-2 years of HR, customer service, or analytics experience; project team experience, particularly focused on creating and executing test cases
Experience working in HR Shared Services; familiarity with HR processes and employee lifecycle activities
Software Proficiencies: Microsoft Office Suite, particularly Excel; knowledge of PowerBI or other data warehouse systems preferred; knowledge of appropriate use of AI, Experience with HRIS or ticketing systems

Additional Responsibilities

Demonstrate professionalism, good judgment, and present a friendly, cooperative attitude.
Ability to multitask, make quick decisions, adapt to change, and collaborate effectively in a fast-paced, team-oriented environment.
Adhere to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
Must be punctual, maintain a professional appearance, and perform expected duties.
Maintain a high level of confidentiality.
Must perform all duties according to GWH safety procedures, maintain good housekeeping standards, and ensure all walkways are clear and free of clutter.
Adhere to local, state, and federal laws and regulations.

Minimum Qualifications

Education/Specialized Training/Licensure: High School Diploma or GED equivalent required, Bachelors Degree preferred, HR Certification desired.
Experience with Workday or other HRIS system preferred; must be familiar with systems and enjoy learning and using new technology.
Familiar with project methodology and writing both specification and end user documentation
Work Experience: 1-2 years of HR, customer service, or analytics experience; project team experience, particularly focused on creating and executing test cases
Experience working in HR Shared Services; familiarity with HR processes and employee lifecycle activities
Software Proficiencies: Microsoft Office Suite, particularly Excel; knowledge of PowerBI or other data warehouse systems preferred; knowledge of appropriate use of AI, Experience with HRIS or ticketing systems
Must be highly organized and have strong attention to detail.
Experience coordinating multiple projects simultaneously.
Ability to communicate and interact well with a variety of personality types.
Excellent communication, decision-making, and problem-solving skills.
Strong collaborative and presentation skills.
Must have reliable transportation to travel to work locations.
Ability to work at all levels within the organization.
Must be legally authorized to work in the United States without sponsorship for current or future employment. GWH does not offer visa sponsorship for employment purposes.