Hybrid HR Operations Analyst – Service Center

RTX; Santa Isabel (PR); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Parental leave

Flexible work schedules

Educational assistance

Backup care

Job summary

RTX is seeking an Analyst for the People Services Contact Center in Santa Isabel, Puerto Rico. You will support employees, managers, and HR professionals across RTX units, researching and responding to inquiries ranging from policy questions to complex issues in collaboration with HR Partners.

You will use ServiceNow CRM, Workday, and other systems, deliver accurate information, and promote self-service while upholding compliance and quality standards in a hybrid work environment.

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 and first contact resolution to 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 and convey them clearly.
• Identify, create, and audit knowledge content for internal and external knowledge bases.
• Utilize ServiceNow CRM, Workday, and other systems to answer questions and resolve issues.
• Document inquiries and escalate following defined processes to meet service level agreements.

Skills

Customer service

MS Office

Policy interpretation

Communication

Teamwork

Problem solving

Education

University Degree

Advanced Degree

Tools

ServiceNow CRM

Workday

ADP Enterprise

MS Office

Job description

RTX is seeking an Analyst for the People Services Contact Center in Santa Isabel, Puerto Rico. You will support employees, managers, and HR professionals across RTX units, researching and responding to inquiries ranging from policy questions to complex issues in collaboration with HR Partners.

You will use ServiceNow CRM, Workday, and other systems, deliver accurate information, and promote self-service while upholding compliance and quality standards in a hybrid work environment.