Posted about 6 years ago

• Provide superior Tier 2 customer service to Salesforce employees by maintaining a high level of region specific knowledge around processes, programs, and policies while acting as an escalation point for specific complexities that arise using our Service Cloud Console case management solution. Subject matter areas include: benefits, time off, leaves, HR policy and procedural questions.

• Responsible for operational and initiative support of key global business processes that include new HR programs/projects or existing business initiative support (i.e. employee lifecycle projects, compliance projects, internal and external knowledge bases, etc.)

• Analyze, interpret and communicate business process issues, risks and make recommendations to cross-functional stakeholders and all levels of management in relation to program/process improvements and system updates

• Demonstrate ability to lead and complete projects and ad-hoc assignments independently or with cross-functional HR and partner teams (regionally and globally) in collaborative, creative and effective ways with minimal supervision

• Adept at problem solving and integrating disparate information, correlating data, and interpreting data trends

• Liaise effectively and collaboratively with the tier 3 stakeholders and other support teams to resolve complex employee queries and improve knowledge

• Ability to clearly translate data insights into a story that is both compelling and actionable to impact process and business improvement

• Maintain a deep understanding of Workday as a tool and leverage its capabilities for manager and employee self-service process inquiries, own data integrity of all Workday employee change transactions and meet all internal and external compliance standards

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

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

• 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:

• Team player!

• Bachelor's degree

• Minimum of 3 years work experience in Human Resources

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

• Detail and goal-oriented, has the flexibility to deal with multiple and changing priorities while focused on quality, process improvement and customer service

• Excellent verbal and written communication skills; ability to communicate effectively with different levels of management

• Experience implementing global initiatives and understanding regional needs within a high-paced and sometimes ambiguous environment

• Deep knowledge of Excel, PowerPoint, Google applications and HCM (e.g. Workday)

Desired skills, experience and abilities:

• Fluency in European languages (Spanish, Italian or French)

• Experience driving Regional or Global HR Initiatives

• Experience working across multiple HR disciplines and geographies

• Proficient with regional employment law and practices

• Familiarity with using Salesforce or other cloud-based application

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.