**Job Title: Analyst I**Reports To: Supervisor, Human Resources Shared Services CenterGroup/Division: Corporate Human ResourcesCareer Band: 4Job Track: ProfessionalPosition Location: Costa RicaFLSA Status (Exempt/Non-Exempt): Non-ExemptRelocation: NoThe HR Shared Services Analyst is focused on the day-to-day delivery of HR related activities within the Colleague Services HR Shared Services Center from a Tier 2 level. They will ensure a high-level quality of service and operational performance by working within the detailed processes and dashboards. They are responsible for responding to questions and inquiries related to HR policies & procedures from colleagues and delivering excellent customer experience to our colleagues on center-supported services. They will advance cases to the appropriate Center of Excellence partner with support functions such as Benefits, Payroll, Talent Acquisition, etc.**Responsibilities**:Deliver first line and second line of support for HR inquiries across the spectrum of the employee lifecycle from new hires to employees leaving the businessPerform accurate filing and execution of transactions for general HR data processing in support of HR functionsAchieve stated performance measures and adhere to established customer service standards. Perform special projects as requestedResponsible for the main case management functions but will also provide support for escalated cases and specialized casesEffectively analyzes, evaluates and resolves complex issues escalated by HR Specialists and manages each case through quick and accurate resolutionUses each engagement as a teachable moment for the HR Specialist and or inquiring colleague to be more informed**Minimum Requirements/Qualifications**:Previous experience (2-3 years) in general human resources, shared services, or customer service preferredPrevious experience (1-3 years) in the Colleague Services HR Shared Services and has demonstrated advanced knowledge of the HR systems (Workday and Service Now preferred), case handling procedures, overall HR policies and procedures, specific COE policies and procedures, and assisted with internal trainingExperience working in a shared service center a plusAbility to interpret and communicate HR policies, procedures, and programsCritical thinking, problem solving, and judgment skillsService-oriented attitude and willingness to learnPossess good listening skills and perseverance to work with all types of employeesAbility to maintain a positive attitudeIndividual should be able to prioritize and organize high volume workloadEnglish language - reading writing and speaking required.**Non-Negotiab**le Hiring Criteria**:BA/BS or equivalent work experience directly attributable to human resources, customer service, or shared servicesExcellent interpersonal skills needed with the ability to communicate well in a diverse work environmentAble and willing to work shifts beginning at 8AM and 8pm EST
