Human Resources Operations Analyst

The HR Operations Analyst is a key member of the Human Resources team responsible for providing first-level support to employees and managers regarding HR policies, procedures, systems, and programs. This role handles a wide range of HR inquiries via phone, email, and case management tools, ensuring accurate and timely resolution in a customer-focused manner. The HR Operations Analyst plays a vital role in maintaining employee satisfaction and supporting the efficient operation of HR shared services.
Key Responsibilities:

• Respond to employee and manager inquiries related to HR topics such as benefits, payroll, timekeeping, onboarding, leave of absence, HRIS navigation, and general HR policies.
• Provide accurate, timely, and courteous service via phone, email, or case management systems.
• Research and resolve issues or escalate more complex cases to appropriate HR teams or subject matter experts.
• Maintain and update employee records in the HRIS and ensure data accuracy.
• Follow standardized operating procedures, service level agreements (SLAs), and internal controls to ensure compliance and quality.
• Document all transactions and communications accurately in the case management tool.
• Assist with routine HR tasks such as employment verifications, data entry, file maintenance, and generating standard reports.
• Contribute to continuous improvement by identifying trends and recommending process enhancements.
• Stay current on HR policies, procedures, and system changes to ensure accurate service delivery.
• Participate in special projects, audits, and initiatives as assigned by HR leadership.

Professional Competencies:

• Excellent customer service and communication skills (written and verbal)
• Strong attention to detail and accuracy
• Ability to manage sensitive and confidential information with discretion
• Problem-solving and troubleshooting abilities
• Team-oriented with a willingness to learn and adapt in a fast-paced environment
• Organizational skills and ability to prioritize work effectively

Required Qualifications

• High school diploma or equivalent
• Completion of an HR certificate/diploma and/or pursuing CHRP
• 2 years of experience in a customer service, HR, or administrative support role
• Familiarity with HR systems (e.g., Workday, ADP, SAP) and Microsoft Office (Excel, Word, Outlook)
• Basic knowledge of HR functions and terminology

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Human Resources, Business, or a related field
• Experience in a shared services or HR Service Center environment
• Bilingual (English/Spanish or other languages) is a plus
• Familiarity with case management tools (e.g., ServiceNow, Zendesk)
• Working knowledge of employment laws and HR policies

PHYSICAL DEMANDS:
In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.

• Must be able to effectively communicate, (ie see, hear, speak and write clearly) in order to communicate with colleagues and/or customers; manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment

WORKING CONDITIONS:
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.

• The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate