HR Services Associate

The HR Services Associate delivers front-line HR support across the employee lifecycle, resolving the majority of inquiries at Tier 1 and escalating to Tier 2/Tier 3 when required with complete documentation. In this role, special attention is given to caring for each employee’s experience, ensuring that interactions are handled with empathy, respect, and professionalism to foster a positive workplace environment. The role provides multi-channel support (portal, live chat, email, Teams meetings), maintains high data integrity in ServiceNow and Oracle HCM, and contributes to quality assurance, knowledge management, and continuous improvement across Global People Services.

• Case Management & Resolution: Manage and resolve askHR cases across all channels, closing most at Tier 1 per SLAs. Accurately document and categorize cases, attach evidence, and escalate to Tier 2 only when necessary with complete context. Process Oracle employee demographic changes and validate documentation for compliance. Administer Educational Assistance/Tuition Reimbursement programs and provide Absence Management support, including corrections and data updates.
• Live Chat & Virtual Support: Provide rapid support via live chat, guiding employees to solutions or opening cases as needed. Conduct Teams meetings for complex issues and promote live chat adoption to enhance the employee experience.
• Offboarding Coordination: Oversee all offboarding tasks, monitor progress, follow up with stakeholders, and complete system updates (e.g., vacation payout) within SLAs.
• Quality Assurance: Perform weekly audits on cases to ensure global standards for documentation, categorization, SLAs, and communication. Share findings and track corrective actions.
• Seasonal/Cyclical Program Support: Provide additional coverage during peak periods (e.g., Open Enrollment) to minimize backlogs and support Tier 2 teams. Absorb extra workload from team members as needed.
• Systems & Data Integrity: Execute documented overrides in Oracle HCM and ServiceNow, ensuring compliance and audit trails. Support platform testing, defect logging, and release readiness.
• Continuous Improvement & Knowledge: Monitor ticket trends to identify and address process or knowledge gaps. Draft, update, and maintain knowledge articles for self-service and consistent handling.
• Collaboration & Cross-Training: Work with regional teams to balance workload and cross-train on processes. Assist with projects and help prevent team bottlenecks.
• Compliance & Privacy: Safeguard employee data, comply with the UL Solutions Code of Conduct, and follow all security protocols.

#LI - MB1

#LI-Hybrid

Required Qualifications:

• University Degree in Human Resources Administration, Business Administration or a related discipline or equivalent years of experience 
• 1-3 years of Human Resources administration or HR shared services experience.
• Basic analytical skills, familiarity with HR policies and procedures.
• Basic knowledge of customer service principles, procedures, techniques, systems, and standards.
• Good customer service and strong listening skills with an empathetic approach.
• Good interpersonal and communication skills and the ability to work effectively with a wide range of constituencies
• Strong customer service and empathetic communication skills; ability to handle multiple channels simultaneously.

• Working knowledge of ServiceNow HRSD and Oracle HCM ; exposure to bswift is a plus (US).

   

Preferred Qualifications:

• Experience with live chat support and case QA reviews.
• Experience in UAT/DEV testing , defect logging, and release readiness.

• Demonstrated ability to write/edit knowledge articles and process documentation.

   

   

  This is a hybrid position based out of our Melville, Northbrook or Raleigh offices

   

   

 What we offer:

• Total Rewards:  We understand compensation is an important factor as you consider the next step in your career . The estimated salary range for this position is $60,000 to $65,000 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 5% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).