Principal Office Specialist

City of San José; San Jose (CA); On-site; USD 75,000 - 91,000; Full time

Job summary

The City of San José is seeking a full-time Principal Office Specialist in the HRIS Division to provide customer-focused transactional support and HR-related processing.

Responsibilities include processing promotions, demotions, transfers, pay changes, probation, and time reporting, along with training staff and ensuring accurate HR records. Strong Excel and PeopleSoft experience are preferred.

Qualifications

• Education and experience: completion of high school or equivalent and three years of varied office clerical work.
• A bachelor’s degree may substitute for the required experience.
• Job expertise: knowledge of professional/technical principles, Citywide procedures, PeopleSoft preferred.
• Communication: clear oral and written communication; listening skills.
• Computer skills: proficiency with MS Office applications; Excel highly desired.
• Customer service: anticipate customer needs and deliver efficient services.
• Flexibility: adapt to changes in responsibilities and timelines.
• Initiative: show proactive planning and willingness to take on extra responsibilities.
• Multi-tasking: handle multiple projects simultaneously.
• Problem solving, reliability, teamwork and interpersonal skills are essential.

Responsibilities

• Provide excellent customer service in responding to phone calls, emails, and walk-in customers.
• Independently investigate problems and answer inquiries.
• Analyze and resolve customer issues and complaints.
• Provide solutions and follow up to ensure timely resolution.
• Explain policies and procedures to customers.
• Assist customers with online transactions in eWay and handle related processing.
• Process promotions, demotions, transfers, changes in benefits, and pay changes.
• Process probation status changes and time reporting, and suspension reversals.
• Train staff to ensure backups for tasks.
• Create and train staff on certified lists for Police and Fire promotions.

Skills

Customer Service

Communication

Initiative

Multi-tasking

Reliability

Problem Solving

Teamwork

Education

High school diploma or GED

Tools

PeopleSoft

MS Outlook

MS Word

MS PowerPoint

MS Excel

MS Access

Job description

Our diverse and inclusive workforce of more than 7,000 employees play a key role in the success of San José, the heart of the Silicon Valley. All City of San José employees work together as one team to make San José a vibrant, innovative, and desirable place to live and work. Visit here to learn more about our One Team Leadership Values and Expectations, including quality and excellent customer service and here to learn more about San José.

The City of San José is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status or any other consideration made unlawful under any federal, state or local laws. The City of San José is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 408-535-1285, 711 (TTY), or via email at [e-mail].

About The Department

Our Human Resources team recognizes that our employees power the City of San José and our success as a city is dependent on our ability to create a dynamic and engaged workforce. Our employees’ ability to provide excellent service is strengthened when we invest in attracting talent, provide opportunities for career growth, enable an environment focused on health, safety, and wellness, and retain a diverse workforce in a workplace that is equitable and inclusive.

San Jose’s Human Resources Department offers key strategic support to the City and is responsible for the following core services:

• Employee Benefits – Provide benefit programs that best meet the needs of employees, retirees, their dependents, and the City, assist participants in effectively utilizing their plans and promote employee wellness
• Employment Services – Facilitate the City’s ability to attract and hire a diverse and talented workforce.
• Health and Safety – Provide services that promote employee health, safety, and well-being.
• Recruitment and Workforce Development – Lead Citywide recruitment strategies and oversee employee training and pipeline initiatives that drive growth, engagement, and long-term retention.
• Strategic Support – Supports Citywide Human Resources Systems Management and Records Management, Departmental Administration, Customer Service, Personnel Management, Financial Management, and Emergency Response and Recovery.

For more information about Human Resources, please visit www.sanjoseca.gov/humanresources.

Position Duties

The Human Resources Department is currently seeking to fill one full-time Principal Office Specialist vacancy in the HRIS Division.

The salary range for this classification is: $74,627.28 - $90,679.68.

This salary range includes an approximate five percent (5%) ongoing non-pensionable compensation. The actual salary shall be determined by the final candidates’ qualifications and experience.

This position requires a customer centric philosophy, strong attention to detail, initiative, and critical thinking. The primary responsibilities and functions of this role are transactional tasks, customer service, and administration to support Human Resources divisions including our Employee Benefits and Employment Divisions.

Key Functions

• Provide excellent customer service in responding timely to phone calls, e-mails, and walk-in customers.
• Independently investigating/researching problems and answering inquiries
• Analyzing and resolving customer issues and complaints
• Providing solutions to the customer and following up to ensure issues are resolved in a timely manner
• Explaining policies and procedures
• Assisting customers with on-line transactions in eWay (Employee Self Service HRIS system) and the associated review, follow-up, and processing of eWay transactions
• Process promotions, qualifying promotions.
• Process demotions, return to former classifications.
• Process transfers, reallocations, changes in benefits, to/from classified/unclassified.
• Process pay increases: Non-Management Merit increases, and step increases.
• Process pay decreases: manual step and rate decreases
• Process probation status changes: extension of probation, failed probation
• Process exception time reporter status — adding and removing.
• Process reduced work week— adding and removing.
• Process suspensions, and reversal of terminations (per OER).
• Train staff to ensure that there are backups to the position’s tasks.
• Check/Process/Train staff on probation and step increase hours.
• Create/Train staff on certified lists for Police and Fire promotions.

Minimum Qualifications

Education And Experience: Completion of high school or equivalent (General Education Development [GED] Test or California Proficiency Certificate) AND three (3) years of experience in varied office clerical work.

Acceptable Substitution: A bachelor’s degree from an accredited college or university may be substituted for the required experience.

Other Qualifications: The ideal candidate will possess the following competencies, as demonstrated in past and current employment history.

Job Expertise - Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations. PeopleSoft experience is highly desired.

Communication Skills - Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills and displays openness to other people's ideas and thoughts.

Computer Skills - Experience with common business computer applications including but not limited to: MS Outlook, MS Word, MS PowerPoint, MS Access, and MS Excel. Proficiency in Excel is highly desired.

Customer Service - Demonstrates the ability to anticipate customers' needs and deliver services effectively and efficiently using professional demeanor.

Flexibility - Makes effective decisions and achieves desired results in the midst of major changes in responsibilities, work processes, timeframes, performance expectations, organizational culture, or work environment.

Initiative - Exhibits resourceful behaviors toward meeting job objectives; anticipates problems, is proactive, and avoids difficulties by planning ahead; displays willingness to assume extra responsibility and challenges; pursues continuing education opportunities that promotes job performance.

Multi-tasking - Can handle multiple projects and responsibilities simultaneously; has handled a wide variety of assignments in past and/or current position(s).

Problem Solving – Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.

Reliability - Completes quality work assignments in a timely and efficient manner; fulfills responsibilities and maintains confidentiality as appropriate.

Teamwork and Interpersonal Skills - Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.

Additional Information

Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.

AI and the Hiring Process: We recognize that Artificial Intelligence (AI) is becoming part of daily life and can be a valuable tool for learning, research, and professional growth. We encourage candidates to use AI responsibly as a support in preparing application materials, live assessments, and interviews. However we value authenticity, accuracy and truthfulness. Application responses and interview answers must reflect your own knowledge, skills, and experiences. While AI can supplement preparation, it cannot replace the originality and judgment we look for in our employees. This ensures fairness, transparency, and equity for all applicants in the hiring process.