Human Resources Senior Associate

HR Staff Services is connecting staff, managers and local HR to Amgen’s global HR programs and tools. As part of that team, the Senior Associate will be responsible for providing HR service center support for the countries serviced by the team, specifically Amgen India (AIN). Besides the HR connect role, the Senior Associate will also have a lead and/or coordinating role in managing HR Connect (regional and global) projects (incl. acting as senior representative by coaching, sharing knowledge, training and guiding HR Connect as well as staff/managers/local HR for complex inquiries). You support the HR service center & HR COE’s with Business SME support related to ServiceNow and Workday.

Accountabilities:

• Participate in and/or lead and/or coordinate (system/process improvement) projects / audits
• Ensure that HR inquiries and transactions are processed according to global processes within service level agreements and act as point of contact for HR Connect with complex inquiries
• Act as liaison between HR Connect Teams to make sure activities / transactions / audits are globally aligned
• Act as designated subject matter expert on different areas/tools, programs and systems and be responsible for maintaining the knowledge base for AIN
• Act as a coach for HR Connect team member(s) and support for HR Connect manager on best practices, solutions and approaches
• Support the HR service center & HR COE’s with Business SME support related to the ServiceNow module and Workday
• Support specialists in working with HR Tech Team on HR system improvements and translate business needs into technical requirements

Responsibilities:

• Represent, coordinate and/or lead HR Staff Services Projects and processes (Eligible Earnings audits, Employee data requests,
• Participate in and/or lead and/or coordinate (system/process improvement) projects related to Workday and ServiceNow. 
• Act as liaison between HR Connect, Knowledge SMEs, HR Technology, and HR to drive maintenance and improvement of the content on the HRSD Portal.
• Act as designated subject matter expert on different areas/tools e.g ServiceNow and be responsible for maintaining our internal/external HR Knowledge bases
• Identify trends and gaps in the knowledge article content by utilizing knowledge and case management metrics.
• Provide excellent customer service and support to customers in accordance with SLA and documented in service now regarding global HR programs / tools / policies inquiries and HR transactions in Workday
• Gather, suggest, participate or lead improvements on policies and procedures between service center sites and HR teams
• Build relationships with HR teams and other key stakeholders; collaborate and share best practices
• Represent HR Connect for AIN to all staff
• Provide (based on needs and requirements) training, presentations to staff/managers and HR
• Advise and coach HR Connect team member(s) on best practices, solutions and approaches

Qualifications:

• Minimum Requirements
  • Bachelor’s or equivalent in HR, Business Administration, Economics or equivalent
  • Overall minimum of 4 years professional work experience within a commercial service delivery/customer service environment
  • Fluent in 2 or more language(s), at least English
  • Experience in HCM functions in Workday and ServiceNow system and processes
  • Project (agile) management skills
• Preferred Requirements
  • Multinational company experience in a service center environment
  • Experience with standard operating processes and procedures
  • Well-developed computer skills in the Microsoft Office 365 environment

Competencies:

• Ability to identify business needs and translate to HR Systems and processes
• Ability to transfer knowledge; (technical) processes and procedures to others
• Demonstrates the capability to trouble shoot in systems and processes
• Demonstrates the capability to rapidly learn new systems and processes and exhibit an openness to change
• Demonstrates service minded attitude and flexibility
• Excellent time management skills; able to prioritize based on service level agreements, urgency and level of impact to the business; ability to multitask and receive task from multiple sources
• Demonstrates ability to work well in a international team environment (also in different time zones); able to communicate in a multi cultural environment
• Demonstrates strong interpersonal skills; ability to maintain composure whilst dealing with difficult clients, coaching skills
• Demonstrates the ability to work without close supervision
• Demonstrates ability to perform accurate and detailed work