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Senior HR Services Associate
3 months ago
About Us
Equinix stands as the premier digital infrastructure provider, managing over 250 data centers worldwide. Digital innovators leverage Equinix's reliable platform to unify and interconnect essential infrastructure at the speed of software. Equinix empowers organizations to access optimal locations, partners, and opportunities to scale with agility, accelerate the deployment of digital services, deliver exceptional experiences, and enhance their value, all while supporting sustainability objectives.
A career with Equinix offers the chance to engage in impactful work and access a wealth of opportunities for skill development and career progression. We celebrate diversity in thought and contribution, and we are dedicated to fostering an equitable work environment that is integral to our core values and essential to our success.
Position Overview
The Senior HR Services Associate - Helpdesk Manager is a proficient expert tasked with assignments that necessitate significant judgment. This role is accountable for executing all HR services and addressing inquiries up to Tier 2. Additionally, it may involve support for special projects and determining methods and procedures for new assignments.
Key Responsibilities
Employee Lifecycle and System Management
- Implements all Tier 1 and Tier 2 employee lifecycle change processes, along with additional Tier 2 functions such as Payroll, Benefits, Compensation, and Leave of Absence management.
- Resolves unique issues and serves as a resource for others, utilizing expertise to identify optimal solutions for employee inquiries.
- Recognizes trade-offs and determines when escalation is necessary.
- Acts as a skilled specialist in identifying and providing solutions to employee questions.
- Manages HR Systems data and documentation, ensuring accuracy and completeness.
- Responds promptly to HR Systems updates, ensuring data integrity and participation in system User Acceptance Testing (UAT).
- Delivers standard reporting to HR stakeholders and line management.
- Possesses a deep understanding of end-to-end processes and can assist in all stages of multi-step processes, supporting regional and global operations.
- Addresses sensitive and/or complex inquiries.
Center of Excellence (COE) Process Knowledge
- Maintains specialized knowledge of programs and COE processes.
- Capable of addressing COE-related inquiries, guiding managers and employees to relevant information, and escalating as necessary.
- Manages complex COE processes effectively.
- May assist in the design of COE processes and project support.
Operational Excellence
- Aids in the upkeep of the HR Services knowledge library, including the replacement of translated content.
- Facilitates navigation through the knowledge base and various HR Systems to resolve inquiries requiring significant judgment for both employee and manager queries, including Workday and the HR library.
- Understands and executes on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), assisting in case distribution.
- Provides outstanding customer service, high-quality resolutions, and consistent support for standard processes by adhering to documented procedures and guidelines. Recommends updates as necessary.
- Comprehends, adheres to, and executes compliance requirements for reports and tasks related to SOX, Employee Data Governance, and other policy mandates.
- Ensures data accuracy and integrity in all transactions, communications, and stakeholder interactions.
- Serves as the primary point of escalation or guidance for operational process inquiries within the team, ensuring adherence to established workflows, SLAs, and KPIs.
Project Involvement
- Expected to engage in special projects of varying sizes.
- Participation in translations may be required as needed.
Qualifications
- High school diploma or GED is required.
- A minimum of 4 years of relevant experience, or equivalent experience, is preferred.
Equinix is committed to ensuring that our employment process is accessible to all individuals, including those with disabilities. If you are a qualified candidate requiring assistance or accommodation, please inform us accordingly.
Equinix is an Equal Employment Opportunity employer, and in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to any unlawful considerations.
