HR Analyst II

Charlotte, NC 28202

Posted: 11/28/2023 Category: Information Technology Job Number: 121419

Job Description

Title: HR Analyst II

Location: Charlotte, NC (Hybrid)

In this role, the HR Analyst will report to a HR Employee Care Manager and provide Tier 1 support for multiple Human Resources services including, but not limited to, talent acquisition, learning, leaves of absence, workforce administration, and U.S. benefits administration. Providing an exceptional customer experience and delighting our customer groups (employees, managers, HR, recruiters, and Learning Coordinators), this role is also responsible for the day-to-day administration of Tier 1 processes and internal HR programs, including the resolution of supplier-escalated calls from employees. The HR Analyst will facilitate delivery of HR Employee Care services to employees and managers, both directly and through our Managed Service Provider (MSP).

Job Duties:

• Serve as the primary contact for Tier 1 inquiries and requests that come through chat or via case management tools; ensure responses align to established SLAs and KPIs
• Keep accurate documentation of cases and chat interactions
• Delight our customers by providing accurate, personalized, and comprehensive responses, or by politely redirecting non-Tier 1 requests to appropriate channels
• Execute day-to-day operational processes per established procedures and quality guidelines while prioritizing work to meet established goals and metrics (timeliness, quality, and customer satisfaction)
• Maintain Standard Operating Procedures and Knowledge Articles, and generate standard reports requests
• Identify problems, resolve issues, and identify various solution options while empowering customers through education of self-service capabilities
• Provide operational and administrative support for special projects, as needed
• Apply relevant regulations, policies, and procedures to business issues and day-to-day responsibilities
• Call attention to risks and challenges to proactively remediate any issues and assist in continuous process improvement activities to refine HR services and employee experiences

Job Qualifications:

• Prior experience in a Human Resources role, preferably administering benefits/leaves of absence
• Strong customer service orientation; prior experience providing customer support through a phone system, online chat, case management system, or technical ticketing program, such as ServiceNow
• Experience with the Workday platform
• Experience with Microsoft Office Suite programs

If you're interested in this job opportunity, please apply to this job posting directly, or email a copy of your resume to Devon Apel at!
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