Payroll & HR Support Command Center Lead

Construction Association of Michigan; Thousand Oaks (CA); Hybrid; USD 60,000 - 85,000; Full time

Job summary

The Construction Association of Michigan seeks an experienced Command Center/employee support analyst to manage intake channels, triage, escalation, and SLAs. The role involves maintaining knowledge bases and leading enrollment sessions, with familiarity in HR, payroll, benefits, and ITSM practices.

On-site support is expected, with experience in ServiceNow, Freshservice, or Zendesk. Strong communication and organizational skills are essential for handling multi-state workforce needs and union

Qualifications

• Knows HR, payroll and benefits processes and 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.
• Qualification - Case-tool experience (ServiceNow, Freshservice, Zendesk or similar).

Skills

HR knowledge

Payroll knowledge

Customer service

Communication skills

Tools

ServiceNow

Freshservice

Zendesk

Job description

The Construction Association of Michigan seeks an experienced Command Center/employee support analyst to manage intake channels, triage, escalation, and SLAs. The role involves maintaining knowledge bases and leading enrollment sessions, with familiarity in HR, payroll, benefits, and ITSM practices.

On-site support is expected, with experience in ServiceNow, Freshservice, or Zendesk. Strong communication and organizational skills are essential for handling multi-state workforce needs and union