• Serves as a Tier II point of contact for complex employee-related inquiries and issues utilizing a case management system. • Escalation resource to our Tier 1 HR Central Representatives. • Performs exception handling and specialized support such as mass data imports while striving for quality, efficiency, and flawless delivery. • Escalate to COEs for issue resolution as required. • Overflow volume support to our Tier 1 HR Central Representatives. • Ensure positive and consistent employee experiences by striving for excellence in understanding specific requests throughout the employee life cycle, resolving issues timely and with quality. • Maintains employee data within our people-focused systems. • Ensure compliance with all corporate data administration, data security standards, and HR policies and procedures. • Provide end-user support for employees interacting with HR systems including navigational questions and basic system issue resolution, escalating as applicable. • Providing guidance and training on self-service capabilities. • Maintains the functional structure of HR systems, which may include maintenance of tables and workflows impacting the overall functionality and use of HR systems. • Understands the full scope of HR systems and interfaces. • Drives data integrity between systems with the support of audit practices to prevent downstream impacts on cross-functional systems and partners such as payroll, finance, etc. • Supports SOX audit processes for HR Operations. • Identifying and highlighting trends in inquiry types and/or volumes at an early stage to allow proactive planning and adjustments as necessary. • Maintains a continuous improvement mindset; identifying process and technology opportunities, elevating to the appropriate technology team and supporting execution through insight and testing support. • Continually develop HR acumen, maintaining awareness of the full portfolio of HR services, policies, and procedures and changes as they occur. • Follows and maintains Standard Operating Procedures (SOP’s), inclusive of process workflows. • Partners closely with the HR Centers of Excellence in support of people programs and initiatives. • Participates in special projects and performs other job-related duties as assigned or apparent.