Service Delivery & Knowledge Analyst

Stanford Health Care; California (MO); Hybrid; USD 81,000 - 105,000; Full time

Job summary

Stanford Health Care in Palo Alto, CA, is seeking an HR Service Delivery & Knowledge Analyst to improve employee experiences by delivering accurate HR and payroll support and scalable knowledge content.

The role resolves moderately complex inquiries across payroll, benefits, and HR policies, using systems like Workday, ADP, SAP, Oracle, and timekeeping tools, while ensuring adherence to SLAs and data integrity.

Qualifications

• 2-4 years in HR shared services, payroll, HR operations, or customer support.
• Strong working knowledge of HR and/or payroll processes with moderate complexity.
• Ability to interpret and explain payroll concepts (taxes, deductions, earnings).

Responsibilities

• Handle moderately to complex HR and payroll inquiries via multiple channels (ServiceNow, phone, chat, portal).
• Document resolution and maintain data integrity while meeting SLAs and regulatory requirements.
• Identify trends to improve knowledge content and service delivery.

Skills

HR knowledge

Payroll knowledge

Customer support

Communication

Problem solving

Education

High School Diploma or GED equivalent

Tools

Workday

ADP

SAP

Oracle

Timekeeping systems

Job description

1.0 FTE Full time Day - 08 Hour R2659691 Hybrid 108650001 HR Business & Administration PALO ALTO, 1840 Embarcadero, California

Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

The HR Service Delivery & Knowledge Analyst is a key contributor to delivering high-quality, employee-centric HR services by combining strong HR and payroll expertise and case management experience.

This role is responsible for resolving complex employee inquiries while ensuring that HR and payroll information such that technology can translate resolutions into clear, accurate, and scalable knowledge content. The Analyst plays a critical role in enabling consistent employee experience, high-quality self-service, and foundational AI readiness.

The ideal candidate brings a strong background in HR shared services, payroll operations and customer support, with the ability to balance service delivery excellence and structured resolution protocols in a fast-paced environment.

Locations

Stanford Health Care

What You Will Do

• 1) Employee Support & Case Management
• Resolve moderately complex to complex HR and payroll inquiries across multiple channels (ServiceNow, phone, chat, portal)
• Serve as a trusted resource for employees across the full lifecycle, including:
• Payroll: pay discrepancies, tax withholdings, deductions, bonuses, time reporting, off-cycle payments
• Benefits: eligibility, enrollment, qualifying life events
• HR policies: leave of absence, compliance, and workplace programs
• Employee lifecycle: hire-to-retire processes
• Investigate and resolve issues using multiple systems (e.g., Workday, payroll systems, timekeeping, benefits platforms)
• Interpret and clearly explain payroll-related concepts and outcomes to employees
• Ensure adherence to SLAs, quality standards, audit requirements, and regulatory compliance
• Accurately document case resolution and maintain data integrity
• 2) Employee Experience & Service Quality
• Deliver a high-quality, consistent employee experience, balancing accuracy, empathy, and efficiency
• Identify trends and recurring inquiries to improve knowledge content and service delivery
• Support improvements in case quality, response consistency, and employee understanding

Education Qualifications

• High School Diploma or GED equivalent

Experience Qualifications

• 2-4 years of experience in HR shared services, payroll, HR operations, or customer support, or a combination thereof
• Strong working knowledge of HR and/or payroll processes, with ability to handle moderate complexity
• Demonstrated ability to interpret and explain payroll concepts (taxes, deductions, earnings, compliance)
• Experience working across HR systems (e.g., Workday, ADP, SAP, Oracle, timekeeping systems)
• Experience creating or maintaining employee-facing documentation or knowledge content
• Strong written communication skills with ability to simplify complex topics
• Detail-oriented with strong problem-solving and analytical skills

Required Knowledge, Skills And Abilities

• Improves employee experience and trust through accurate, consistent support
• Strengthens HR knowledge quality and accessibility through case resolution protocols
• Supports scalable service delivery

These Principles Apply To ALL Employees

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $38.95 - $50.62 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.