HR Admin Support

Job Title: HR Shared Services Representative

Schedule: Monday–Friday | 8:30 AM – 5:00 PM EST
Work Hours: Flexible shifts within core business hours
Employment Type: Full-Time

Position Overview

The HR Shared Services Representative provides comprehensive Human Resources support and advisory services through phone, email, case management, audits, and HR system transactions, with a strong focus on first-contact resolution and adherence to Service Level Agreements (SLAs).

This role supports a wide range of internal and external customers, including U.S. vendors, applicants, candidates, current and former employees, retirees, managers, HR Business Partners, and internal HR Centers of Excellence. The position ensures all interactions are handled in a confidential, compliant, and customer-focused manner in accordance with company policies and applicable laws.

Primary areas of responsibility include onboarding support (offer letters, I-9 processing, pre-employment administration), HR systems maintenance and troubleshooting, performance management support, document management, compliance auditing, legal and subpoena requests, and HR help desk operations.

Key Responsibilities

HR Services & Administration

• Develop and maintain a strong understanding of HR Shared Services operations, processes, systems, and applicable policies and employment laws.

• Plan, prioritize, and manage workload to meet established service level agreements.

• Provide guidance and support to employees, managers, HR Business Partners, and Centers of Excellence on topics including:

  • Careers and recruiting systems

  • Performance management, appraisal, and merit processes

  • Timekeeping (Kronos)

  • HR systems administration and company policies

• Use effective verbal and written communication to identify underlying issues and provide accurate resolutions.

• Apply empathy, diplomacy, and tact to promote positive employee engagement.

• Ensure fair, consistent, and legally compliant application of HR policies and procedures.

• Maintain HR data accuracy by creating, updating, and resolving cases within HR systems (HR Cloud, Kronos, Careers, OnBase).

• Execute and analyze audit reports; partner with appropriate teams to resolve discrepancies and maintain data integrity.

• Provide additional HR field support as requested.

HR Tools & Service Level Agreements

• Answer phone calls, respond to emails and instant messages, create and manage cases in alignment with SLAs.

• Document all requests in the HR case management system and escalate issues to appropriate teams as needed.

• Review, triage, and resolve assigned cases within established SLAs.

• Promote and support self-service by guiding employees, managers, and HR Business Partners through HR portals and tools.

• Leverage internal resources such as SharePoint and Kaleidoscope to research information and coach users on effective utilization.

Compliance & Data Integrity

• Review all Form I-9 documentation to ensure accuracy and compliance within the 3-day USCIS deadline.

• Ensure E-Verify submissions are completed within required timeframes; manage Tentative Non-Confirmation cases through appropriate follow-up and escalation.

• Exercise discretion and confidentiality when handling sensitive employee data.

• Provide employee file data to Legal, Loss Prevention, and Employee Relations teams to support investigations and compliance requirements.

Position Requirements

Education

Required

• Bachelor's degree from an accredited institution

Preferred

• Bachelor's degree in Human Resources or a business-related field

Knowledge & Experience

Required

• Minimum of 1 year of Human Resources or customer service experience

• Authorized to work in the U.S. without current or future employer sponsorship

Preferred

• Bilingual (Spanish speaking and writing strongly preferred)