HR Administrator, Employee Support

Role Overview

• Act as first point of contact for all inquiries received by telephone or the case management system from Employees, Supervisors, and HR colleagues in relation to HR or Payroll policies and processes.
• Address routine questions about company policies, benefits plans, leave policies, payroll, and general HR procedures through phone calls and the case management system.
• Distribute standard HR forms, educate on company guidelines, and provide basic information on employee rights and responsibilities.
• Provide guidance and support with benefit enrollment and ensure all appropriate paperwork and information is received.
• Support employees with password resets, provider tool navigation, and technical troubleshooting where able.
• Work with internal subject matter experts (SMEs) and other departments to resolve questions and processing issues.
• Identify complex issues that require investigation or specialist support and route them to the appropriate HRSC department.
• Provide support and educate employees on systems such as SuccessFactors (myHR), Employee Self Service, Emp Center, EZ Labor, Workforce, or third-party resources including Equifax (e.g., navigation and functional assistance).
• Maintain effective and accurate information received into HR Operations via case management/call tracking systems.
• Manage and maintain employee files in both electronic and physical formats.
• Participate in HR Operations projects or support other HR colleagues as required.
• Provide exceptional customer service to employees from a diverse organization, offering information relevant to HR Services or redirecting inquiries as appropriate.
• Achieve mastery of HR Operations knowledge by engaging in cross‑training activities to upskill personal knowledge and experience across all functional areas.
• Develop a strong understanding of HR policies and procedures to make administrative and procedural recommendations and exercise sound judgment on sensitive issues in alignment with corporate policy and regulations.
• Support ongoing development and continuous improvement initiatives within HR Operations by contributing to process documentation updates and team ways of working.
• Ensure work is managed effectively and efficiently through company systems and demonstrate adaptability to new or changing technologies.
• Safeguard employee privacy by maintaining confidentiality and protecting sensitive information.

Requirements

• Diploma, Bachelor's Degree, or equivalent (HR or business-related education preferred).
• 1 year HR Support Services or administrative experience preferred, or similar relevant experience.
• Ability to write clearly and succinctly in a variety of communication settings and styles.
• Customer-centric orientation with understanding of customer behaviors, expectations, and feedback.
• Ability to troubleshoot and respond to employee inquiries by telephone or email.
• Strong attention to detail with the ability to maintain accuracy in a fast-paced environment.
• Proficient in Microsoft Office 365, SAP or SuccessFactors, and HR master data processes.
• SharePoint knowledge or HR intranet understanding.
• Experience with Canadian and/or U.S. HR data, business rules, and legislative requirements.
• Understanding of state/provincial pay regulations.
• Experience utilizing case management systems; ServiceNow considered an asset.
• Demonstrated self-motivation, analytical and problem-solving skills, and initiative to achieve desired outcomes.
• Motivation to develop and progress within an HR team.
• Ability to manage multiple tasks simultaneously with strong results and goal orientation.
• Comfortable working with multiple functions in a multitasking, deadline-oriented team environment.
• Solution-oriented with the ability to collaborate and build strong relationships with stakeholders, peers, and team members.
• Willingness to continuously improve personal performance and contribute to HR Operations improvements.
• Flexibility regarding work schedule, including potential overtime or weekend work during peak periods.
• Ability to work effectively in a fast-paced, deadline-driven team within an open-plan corporate office environment.

Tech Stack

• ServiceNow

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Professional development opportunities