HR Shared Services Specialist (ServiceNow)- Hybrid

Detroit Engineered Products; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Detroit Engineered Products in Charlotte, NC seeks an HR Shared Services specialist to manage employee inquiries, respond via ServiceNow, and drive timely resolutions.

You will collaborate with HR and IT to improve processes, monitor KPIs, and ensure accurate knowledge articles. A Bachelor’s degree and strong written communication are preferred.

Qualifications

• 2+ years in an HR Shared Service or related field (production environment preferred).
• Excellent written communication, strong analytical and problem-solving skills.
• Ability to interact effectively with management, employees, and customers.
• Strong follow-through and closure orientation.
• Ability to work in a fast-paced, multi-priority environment.
• Technical savviness with MS Office, ServiceNow (or similar), ATS, and HRIS.
• Bachelor's degree in a related field is strongly preferred.

Responsibilities

• Case Management: respond to HR-related cases via ServiceNow and provide clear next steps.
• Live Employee Chat & Phone Inquiries: engage employees with timely support and professional communication.
• Process Improvement: identify and help implement improvements to reduce cycle times and boost efficiency.
• Quality & Standards: adhere to KPI-driven performance and ServiceNow quality guidelines.
• Collaboration & Escalation: work with senior staff to resolve complex issues and escalate when needed.
• Knowledge Management & Compliance: keep knowledge bases accurate and up-to-date with HR policies.

Skills

HR Shared Services

Written communication

Analytical problem solving

Stakeholder interaction

Time management

ServiceNow / ATS / HRIS

Trend analysis

Metrics reporting

Education

High School Diploma

Bachelor's degree in related field

Tools

ServiceNow

Applicant Tracking Systems (ATS)

HR Information Systems (HRIS)

MS Office

Job description

Position Description Primary Roles & Responsibilities:

• Case Management: Respond to and resolve HR-related cases through ServiceNow, providing written responses to employee inquiries and issues. Ensure prompt and accurate resolution of cases, with a focus on answering the initial inquiry and providing the potential next steps that may follow their inquiry, employee satisfaction with the experience we provide is our primary goal.
• Live Employee Chat & Phone Inquiries: Engage with employees through live chat or phone, providing timely and effective support and resolving issues in a professional and courteous manner.
• Process Improvement: Identify opportunities for process improvement and contribute to the development of solutions that enhance the employee experience, reduce cycle times, and improve efficiency. Collaborate with cross-functional teams to implement changes and measure their impact.
• Quality and Standards: Adhere to established quality standards and guidelines for customer engagement, ensuring that all interactions with employees meet or exceed expectations. This is a production environment, and as such, you will be held accountable to daily KPI (Key Performance Indicators) metrics, including:
  • First-response and resolution rates
  • Case resolution quality and accuracy
  • Adherence to ServiceNow quality standards and guidelines
  • Customer satisfaction ratings Utilize ServiceNow metrics and reporting to monitor and improve performance and make data-driven decisions to drive continuous improvement.
• Collaboration and Escalation: Work collaboratively with higher-level service center personnel to resolve complex customer issues. Escalate or transfer cases to other provider groups as needed, ensuring seamless transitions and resolution.
• Knowledge Management and Compliance: Stay up to date with changes in HR policies, procedures, and systems, and ensure that knowledge base articles and self-serve information for employees are accurate, current, and compliant with organizational requirements. This includes:
  • Reviewing and updating knowledge base articles to reflect changes in policies and procedures
  • Ensuring that self-serve information for employees is accurate and easily accessible
  • Collaborating with HR teams to identify and address knowledge gaps and training needs

Skills Required

• 2+ years of experience in an HR Shared Service or a related field, prior experience in a production type environment
• Excellent written communication skills, strong analytical and problem-solving skills
• Ability to interact effectively with management, employees, and other customers
• Strong follow-through and closure orientation
• Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines
• Technical savviness, with experience in MS Office environments, ServiceNow (or similar platform), Applicant Tracking Systems, and HR I Information Systems.
• Ability to identify trends and opportunities for improvement
• Familiarity with metrics and reporting tools
• Bachelor's degree in a related field (strongly preferred)

Skills Preferred

• 2+ years of experience in an HR Shared Service or a related field, prior experience in a production type environment
• Proficiency in ServiceNow and ability to navigate the platform effectively
• Experience with ServiceNo t case management and ticketing
• Ability to utilize ServiceNow to document and track employee interactions
• Excellent written communication skills, strong analytical and problem-solving skills

Experience Preferred

Education Required

High School Diploma

Education Preferred

Bachelor's degree in a related field (strongly preferred)