Analyst - HRSS

Responsibilities What Makes This Opportunity Unique At Principal Financial Group, we pride ourselves on our new way of delivering HR services. Our HR Shared Services (HRSS) team is dedicated to providing world-class support to our employees and ensuring flawless execution of HR processes. As an HRSS Analyst, you'll have the opportunity to work with highly experienced professionals, engage with advanced HR systems, and contribute to our ambitious goals. This role offers a perfect blend of consulting, technical troubleshooting, and collaborative problem-solving, making it an exciting and rewarding career path. Job Responsibilities Assist with HR interactions and consulting by evaluating inquiries and choosing the best way to resolve them. Apply the knowledge base to help customers with a variety of tier-one HR questions and concerns. Raise issues to third-party vendors, HR Shared Services Consultants, HR Operations Specialists, or HR Centers of Excellence (COEs) when needed. Use critical thinking for questions not clearly covered in the knowledge base. Perform tier-one technical troubleshooting on HR systems. Follow up with employees to ensure happiness and case closure. Provide interaction records and updates via HR case management, SRTs, and self-service content. Work jointly with others to contribute ideas, take ownership, and maintain uniformity in carrying out essential HR processes. Observe and report any trends in calls or products to the HR Service Center Manager and support efforts to improve tools. Attend scheduled as well as on-demand training to strengthen knowledge of policies and processes. Qualifications Bachelor's degree required. Experience in HR or working in an operational/contact center environment. Excellent communicator with the ability to quickly and efficiently diagnose customer needs vs. wants based on contact topic. Diligent and able to balance competing priorities and bring them to resolution. Ability to manage and advise on uncertain circumstances and determine when a critical issue must be raised. Experience with HR platforms and case management applications such as Oracle HCM, ADP, or ServiceNow is preferred. Ability to meet or exceed established measurements. Ability to perform duties with minimal oversight. Ability to understand and apply established COE procedures and processes. Technical competence and ability to troubleshoot tier-one HR system issues with customers. Ability to efficiently navigate and use multiple technology solutions, including but not limited to, intranet, knowledgebase, contact documentation software, and telephony. Ability to effectively and timely document contact events. Maintain confidentiality. Shift Timings: 10.30 AM to 7.30PM IST Additional Information Why Join Us? At Principal Financial Group, our employees are our greatest strength. We offer an inclusive and encouraging work environment where you can prosper and meet your career ambitions. You will have access to ongoing training and growth opportunities, plus the chance to define a meaningful impact on our organization and the lives of our employees. Join us and contribute to a team that prioritizes collaboration, integrity, and excellence! What Makes This Opportunity Unique At Principal Financial Group, we pride ourselves on our new way of delivering HR services. Our HR Shared Services (HRSS) team is dedicated to providing world-class support to our employees and ensuring flawless execution of HR processes. As an HRSS Analyst, you'll have the opportunity to work with highly experienced professionals, engage with advanced HR systems, and contribute to our ambitious goals. This role offers a perfect blend of consulting, technical troubleshooting, and collaborative problem-solving, making it an exciting and rewarding career path. Job Responsibilities Assist with HR interactions and consulting by evaluating inquiries and choosing the best way to resolve them. Apply the knowledge base to help customers with a variety of tier-one HR questions and concerns. Raise issues to third-party vendors, HR Shared Services Consultants, HR Operations Specialists, or HR Centers of Excellence (COEs) when needed. Use critical thinking for questions not clearly covered in the knowledge base. Perform tier-one technical troubleshooting on HR systems. Follow up with employees to ensure happiness and case closure. Provide interaction records and updates via HR case management, SRTs, and self-service content. Work jointly with others to contribute ideas, take ownership, and maintain uniformity in carrying out essential HR processes. Observe and report any trends in calls or products to the HR Service Center Manager and support efforts to improve tools. Attend scheduled as well as on-demand training to strengthen knowledge of policies and processes. Bachelor's degree required. Experience in HR or working in an operational/contact center environment. Excellent communicator with the ability to quickly and efficiently diagnose customer needs vs. wants based on contact topic. Diligent and able to balance competing priorities and bring them to resolution. Ability to manage and advise on uncertain circumstances and determine when a critical issue must be raised. Experience with HR platforms and case management applications such as Oracle HCM, ADP, or ServiceNow is preferred. Ability to meet or exceed established measurements. Ability to perform duties with minimal oversight. Ability to understand and apply established COE procedures and processes. Technical competence and ability to troubleshoot tier-one HR system issues with customers. Ability to efficiently navigate and use multiple technology solutions, including but not limited to, intranet, knowledgebase, contact documentation software, and telephony. Ability to effectively and timely document contact events. Maintain confidentiality. Shift Timings: 10.30 AM to 7.30PM IST