HRSS Specialist

Job Description

OPENTEXTÿOpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digitalÿtransformation.The Opportunity:ÿKeeping the customer experience top of mind, the HR Shared Services Response Centre HRSS Specialist will act as the first contact resolution for answering employee questions, managing tickets, directing employees to appropriate resources, and escalating cases as needed.Your Impact:ÿ

• As a member of the HR Shared Services Response Centre, you will become an expert in responding to queries relating to; onboarding, benefits, time off, offboarding, employee changes, payroll and other policy related questions
• Intake and assign customer inquiries to appropriate teams and individuals based on scope of work, will require the ability to identify when a ticket requires redirection or escalation within HRSS,ÿCentres of Excellence (HRBP, Benefits, Talent Acquisition, etc), or outside of HR (e.g. Finance)?
• Respond to Response Centre customer inquiries through ITSM (ticketing system), while striving for first contact resolution offering a seamless customer experience
• Leverage HR Knowledgebase and OTC (intranet) to provide consistent customer serviceÿ
• Responsible for delivering a high-quality employee experience, and cultivating a culture of customer serviceÿ

What the role offers:ÿ

• 3 - 6 years? directly related work experience in a HR environment capacity, providing direct support to front-line employees and people leaders
• Response Centre information to ensure a high-quality customer experience Working in partnership with the cross-functional HR team, oversees the development, documentation
• Engages with team members to educate employees on relevant HR content and updates, drive employees to self-service for quick answers
• Bachelor?s degree or equivalent in Business, Human Resources, Organizational Behavior, or related fieldÿHR professional accreditation preferred

What you need to succeed:ÿ

• Foster an environment of continuous learning and improvement
• Keeping in mind how changes to policies and processes will impact responses from the centre, ensuring that updates are also reflecting in the HR Knowledgebase

• Leverage the HR Knowledgebase to ensure employees are always provided with accurate and timely information Assist and train current and new team members Ability to work in high growth, fast-paced environment requiring agility to meet changes in business demand
• Excellent communication skills Excellent verbal and written communication skills with a focus on customer experience
• Effective at managing multiple priorities under tight deadlines, ability to prioritize conflicting demands, and organize time and resources to deliver consistent results
• SAP/SuccessFactors knowledge would be an asset

• Must convey a high level of personal integrity and a passion for excellence

OpenTexts efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us athr@opentext.com.ÿOur proactive approach fosters collaboration, innovation, and personal growth, enriching OpenTexts vibrant workplace.

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