Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
The HR Ops Service Delivery Analyst main tasks/ responsibilities include, but are not limited to:
- Execute and manage HR data transactions in Workday.
- Responsible for simple data entry / data changes on employee records.
- Provide support for Tier 1 assistance on HR-related inquiries to Johnson Controls employees across the Enterprise, including inquiry resolution and transaction processing. Tier 1 may be assigned to one or more functional areas as part of their responsibilities and perform a variety of activities both front and backstage (first point of contact or transactional support).
- Inquiry phone support for:
- HR transactions
- Employee, Job and Data changes
- Compensation Changes
- Requisitions
- General HR questions when employees are looking for policies and procedures.
- Navigation support for Workday and Portal.
- Escalation of security access to Portal to HR Technology Enablement (HR Atlas portal team).
- Assistance to Managers and HR in running standard reports, includes running and sharing National IDs report for HRBPs.
- Routing of calls to appropriate support owner when service is not provided by HR Ops (The Work Number, Help Desk, etc.).
- Assistance during salary planning period providing navigation support and escalating issues that require intervention from the HR Enablement team.
- Responsible for register the interaction with the caller and tracking the solution via the ticketing system ServiceNow, when follow-up or escalation to Tier 2 is required.
- Accomplish the Call Management Framework & KPIs for calls and cases.
Requirements:
- Bachelor Degree in HR, Finance, Business or related field required
- Desirable working experience in a HR Service Center or HR operations
- High English Proficiency (written and spoken), capable of delivering presentations and coordinating work teams in English. Other languages such as French, Portuguese are desirable.
- Excellent oral and written communication skills and interpersonal skills.
- Ability to work in multiple activities and systems successfully and simultaneously.
- Ability to understand and develop successfully partnerships with customers.
- High Customer Service orientation.
- Desirable experience in core HR operations processes.
- Desirable experience in Workday / ServiceNow
Johnson Controls does not request pregnancy or HIV testing as a condition for hiring, continued employment, or promotion, in accordance with its commitment to labor equality and non-discrimination.
