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Posted about 1 year ago


Job Title: Shared Services Associate (Tier 1)

Location: EMEA - Staines, Dublin and Amsterdam

About Salesforce:

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's \"World's Most Innovative Company\" five years in a row and one of Fortune's \"100 Best Companies to Work For\" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for \"family\") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Role:

Many companies have some type of HR shared services center, but our effort at Salesforce is not about a center, but about delivering an employee experience. We are a showcase of our world-class technology and service, and what we are building is special. Come and be part of something big. Our focus is building and delivering an amazing experience for our customers - our employees - using our own trusted Customer Success Platform that we deliver to our external customers. Experience working in an HR shared services organization is ideal. The successful candidate should also have strong organizational skills with a high attention to detail, outstanding time management and communication skills, a commitment to exceptional customer support, and the ability to build relationships at every level of the organization. This person must be comfortable dealing with highly sensitive and confidential matters. Our ideal candidate enjoys working in dynamic and high-growth environments and is experienced in supporting a variety of HR disciplines.

Responsibilities:

  • Provide superior customer service to employees and managers of Salesforce via our customer portal, and other social channels

  • Using our Service Cloud Console case-management solution to assist employees in a timely manner regarding benefits, compensation, immigration, leave of absence, HR policy and procedural questions

  • Develop an understanding of Workday as a tool and leverage its capabilities for manager and employee self-service process inquiries

  • Support our centralised Concierge knowledge base within our employee portal; close knowledge gaps by creating, updating and improving knowledge articles to keep information relevant for employee self-service

  • Conduct regular analysis to identify Knowledge improvements and drive a greater employee experience

  • Liaise effectively and collaboratively with tier 2 stakeholders and other support teams to resolve employee queries and improve knowledge

  • Maintain an appropriate level of process, program, and policy knowledge in order to assist Employees and Managers

  • Proactively identify process inefficiencies and inconsistencies, and collaborate towards an improved and more productive process that enhances the employee and/or manager's experience

  • System testing support of employee portal and Service Cloud Console as needed. Provide support on system enhancements and triage access or bug queries

  • Ensure the accuracy of the internal Shared Services Community process documentation

  • Provide approval support in Workday for Manager Self Service transactions, including but not limited to; manager transfers, promotions, compensation changes, one-time payments and exits.

  • Own data integrity of all Workday employee change transactions by following the outlined peer review/audit process

  • Support employees and managers with self-service and Workday transactions

  • Ensure all internal and external compliance standards are maintained by completing work correctly and timely.

  • Provide continuous feedback to peers, management, and HR and COE partners about internal employee service trends and opportunities for improvement.

  • Other duties and project work as required

Required skills/experience:

  • Bachelor's degree

  • Minimum of 1 year work experience in Human Resources

  • Exceptional problem solving skills with a passion for technology, process improvement, and continuous learning

  • Excellent verbal and written communication skills: concise, articulate, and confident

  • Outstanding listening skills with ability to navigate and consult with employees through personal and sometimes difficult circumstances

  • Ability to diagnose a problem, informed by data

  • Exceptional customer service orientation

  • Comfortable with a high-paced environment with competing priorities

  • Drives results and is solutions-oriented

  • Ability to maintain confidentiality in all aspects of job responsibilities

  • Places high priority on data integrity and security

  • Exceptional time management, organisational, prioritisation and follow-up skills

  • Able to build credibility with both individual contributors and management

  • Work effectively in a team environment

  • Proficient with Excel, PowerPoint and Google applications

Desired skills, experience and abilities:

  • Fluency in European languages

  • Expertise with global cloud-based HR systems (e.g. Workday)

  • Excellent presentation skills

  • Proficient working across multiple HR disciplines and geographies

  • Proficient utilising case management tools

  • Familiarity with using Salesforce or other cloud-based application

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.