Senior Associate, Solution Center at University of Southern California

The Solution Center Senior Associate serves as a trusted first point of contact for employee HR inquiries managing Tier 1 escalations with clarity care and efficiency. Reporting to the Solution Center Lead the person in this position will provide hands-on Workday support by processing core transactions such as cancellations date changes and personnel updates as well as classified actions like compensation adjustments reclassifications and position changes. The Solution Center Senior Associate will maintain accurate case records ensure timely follow-ups and escalate complex matters when needed. The incumbent will support training for both new hires and experienced team members helping strengthen HR knowledge across the organization. This position also champions the universitys vision culture and values.Job Responsibilities: Serves as the first point of contact for knowledge and requests regarding Human Resources providing helpful accurate and timely information to employees. Supports and assists with escalations related to Tier 1 inquiries. Provides Workday support and processes fundamental transactions (e.g. cancellations date changes etc.) and completes personnel records requests. Processes classified Workday transactions (e.g. compensation changes reclassifications and position changes). Provides training support for new hires and tenured associates as requested.Delivers clear efficient and courteous support to employees who reach out to Human Resources for various reasons. Opens and closes maintains clear records and follows up with case updates and resolutions in a timely manner. Asks questions and seeks support when faced with unfamiliar requests and adheres to all HR service level agreements.Identifies and executes next steps toward resolution escalating complex request for additional support as needed. Maintains open and responsive communication to keep the team informed of individual progress and challenges while staying up to date with the latest developments. Expands HR knowledge through continuous learning opportunities and contributes to authoring new knowledge articles and documents.Supports efforts to gather data for system and process improvements. Solicit constructive feedback from managers and proactively incorporates suggestions into continuous improvement efforts. Escalates roadblocks or issues to appropriate colleagues.Supports strategic goals set by the team department and university. Encourages a workplace culture where all employees are valued value others and have the opportunity to contribute through their ideas words and actions in accordance with the USC Code of Ethics.Preferred Qualifications:Bachelors degree in business psychology communications or other related fields.Seven years experience in customer service/call center human resources/benefits administration HR systems.Demonstrated experience with case management systems.Experience developing guidelines policies documentation and procedures.Ability to interpret and apply pertinent rules and regulations and identify and implement continuous process improvements.Experience analyzing large datasets and reporting and presenting findings.Experience working in fast-paced environments with rapidly changing priorities triage requests and inquiries and route them to appropriate parties.Minimum Qualifications: Six years experience in customer service/call center human resources/benefits administration HR systems.Ability to work independently and proactively prioritize competing assignments and support/guide team projects as needed.Excellent written and oral communication skills and the ability to maintain a consistent positive attitude and courteous phone and email tone.Demonstrated data entry skills and proven words-per-minute speed.Proven strategy organization creative and analytical skills and the ability to work independently and proactively.Demonstrated interpersonal skills and the ability to exercise discretion with confidential information.Extensive experience working on teams as well as the ability to ask for help and to provide support and guidance on projects as needed.Proficiency with Microsoft Office.Compensation and BenefitsThe budgeted hourly range for this position is $33.06-$39.20. When extending an offer of employment the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position the candidates work experience education/training key skills internal peer alignment federal state and local laws contractual stipulations grant funding as well as external market and organizational considerations.To support faculty and staff well-being USC provides benefits-eligible employees with a broad range of benefits and perks to help protect their and their dependents health wealth and future. These benefits are available as part of the overall compensation and total rewards package. You can learn more about USCs comprehensive benefits here.Addtional Education Requirements Combined experience/education as substitute for minimum education Minimum Experience: 6 years Experience should include but is not limited to customer service/call center human resources/benefits administration HR systems. Minimum Skills: Ability to work independently and proactively prioritize competing assignments and support/guide team projects as needed. Excellent written and oral communication skills and the ability to maintain a consistent positive attitude and courteous phone and email tone. Demonstrated data entry skills and proven words-per-minute speed. Proven strategy organization creative and analytical skills and the ability to work independently and proactively. Demonstrated interpersonal skills and the ability to exercise discretion with confidential information. Extensive experience working on teams as well as the ability to ask for help and to provide support and guidance on projects as needed. Proficiency with Microsoft Office. Preferred Education: Bachelors degree Business Administration Or Psychology Or Communication Preferred Experience: 7 years Preferred Skills: Demonstrated experience with case management systems. Experience developing guidelines policies documentation and procedures. Ability to interpret and apply pertinent rules and regulations and identify and implement continuous process improvements. Experience analyzing large datasets and reporting and presenting findings. Experience working in fast-paced environments with rapidly changing priorities triage requests and inquiries and route them to appropriate parties. USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance and with due consideration for patient and student safety. Please refer to theBackground Screening Policy Appendix Dfor specific employment screen implications for the position for which you are applying.We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at or by email at. Inquiries will be treated as confidential to the extent permitted by law. Notice of Non-discriminationEmployment EquityRead USCs Clery Act Annual Security ReportUSC is a smoke-free environmentDigital Accessibility If you are a current USC employee please apply to thisUSC job posting in Workday by copying and pasting this link into your browser: Experience:Senior IC Key Skills Sales Experience,ADAS,Customer Service,AI,Computer Skills,Retail Sales,Product Demos,Automotive Diagnostics,Automotive Repair,Business requirements,Cash Handling,Enterprise Sales Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 33 - 39