Associate - HR Operations

Scope:

HR Staff Services is connecting staff, managers and local HR teams to Amgen’s global HR programs and tools. For all global HR questions, we are the place to go to!

You will be responsible for providing global HR service center support.

Accountabilities:  

• Ensure that inquiries are managed and customers are serviced according to service level agreements and local & global policies & procedures.
• Act as a dedicated point of contact for our customers (staff, managers and local HR).
• Ensure that HR transactions are processed according to global processes and compliance.
• Act as designated subject matter expert on one or more of our expertise areas and be responsible for supporting to maintain our Knowledge base.

Responsibilities:

• Provide excellent tier 1 customer experience to our stakeholders in accordance with Service Level Agreements on the initiation of HR transactions.
• Log and manage cases, escalations and triaging to tier 2/3 using the ServiceNow case management system. 
• Represent HR Connect to all staff and provide, based on needs and requirements, training, presentations to staff/manager and HR.
• Provides support and answers to staff and managers on Global HR self service tools, HR processes, HR systems, and HR policies.
• Develop and maintain the knowledge database in close collaboration with the knowledge management team.
• Identify improvements and optimizations in Tier 0 knowledge articles.
• Be able to troubleshoot in more complex system inquiries and identify solutions.
• Support managers and HR on workday transactions, data audits and UAT support.
• Maintaining data confidentiality and governance.
• Create and run reports in Workday and Servicenow
• Suggest improvements on policies and procedures between service centre sites and HR teams 
• Represent HR Connect in HR (global, regional, local) Projects and system & process improvements linked to Workday, BRAVO!, MAP (performance cycle) etc.
• Building strong stakeholder relationships, collaborate and share best practices across Coe's and HR teams.

Skills And Experience:

• 4 to 6 years experience in Tier 1 HR operations, case management and Workday data administration.
• Strong English verbal and written communication skills that are clear and concise
• Keen attention to detail and ability to accurately process transactions and data.