Sr Associate Human Resources

will lead and/or coordinate regional and global HR Connect projects, serve as a senior representative by guiding HR Connect team members, and provide expert support to employees, managers, and local HR teams on complex inquiries. The role also provides business subject matter expertise to the HR service center and HR Centers of Excellence in relation to ServiceNow and Workday.

Accountabilities:

• Participate in, lead, and/or coordinate system and process improvement projects, audits, and related initiatives.
• Ensure Tier 1 and 2 HR inquiries and transactions are managed via service now ticketing platform in accordance with global processes and service level agreements, while serving as a point of contact for complex HR Connect inquiries using workday .
• Act as a liaison across HR Connect teams to promote global alignment of activities, transactions, and audit practices.
• Serve as the designated subject matter expert for assigned areas, tools, programs, and systems, and maintain European HR knowledge base.
• support HR Connect team members and managers by sharing best practices, solutions, and recommended approaches.
• Provide business subject matter expertise to the HR service center and HR Centers of Excellence for ServiceNow and Workday-related matters.
• Support specialists in partnering with the HR Technology team on system improvements and translating business requirements into technical specifications.

Responsibilities:

• Represent, coordinate, and/or lead HR Staff Services projects and processes, including eligible earnings audits and employee data requests.
• Participate in, lead, and/or coordinate system and process improvement initiatives related to Workday and ServiceNow.
• Act as a liaison between HR Connect, Knowledge SMEs, HR Technology, and HR teams to support ongoing maintenance and improvement of HRSD Portal content.
• Serve as the designated subject matter expert for assigned tools and platforms, including ServiceNow, and maintain internal and external HR knowledge bases.
• Analyze knowledge and case management metrics to identify trends, content gaps, and opportunities for improvement.
• Deliver high-quality customer service in line with service level agreements, ensuring inquiries related to global HR programs, tools, policies, and Workday transactions are accurately documented in ServiceNow.
• Identify, recommend, participate in, or lead improvements to policies and procedures across service center locations and HR teams.
• Build effective relationships with HR teams and key stakeholders, fostering collaboration and sharing best practices.
• Represent HR Connect for AIN in communications and engagements with employees.
• Provide training, presentations, and knowledge-sharing sessions to employees, managers, and HR teams based on business needs.
• Advise and coach HR Connect team members on best practices, solutions, and effective approaches.

Qualifications:

• Minimum Requirements • Bachelor’s degree, or equivalent qualification, in Human Resources, Business Administration, Economics, or a related field.
• Minimum of 7 to 10 years of HR professional experience in a commercial service delivery or customer service environment.
• Hands on experience with Workday HCM functions, ServiceNow systems, and related processes.
• Strong project management skills, including experience with agile methodologies.

• Preferred Requirements • Experience in a multinational company within a service center environment.
• Experience working with standard operating processes and procedures.
• Proficiency in Microsoft Office 365 applications and AI tools.

Competencies: •