HR/Payroll Shared Services Specialist

Position Summary:

Rutgers, The State University of New Jersey is seeking a HR/Payroll Shared Services Specialist (Casual) for the OneSource Faculty and Staff Service Center (OneSource). The HR/Payroll Shared Services Specialist is a key position within the Operations team of Rutgers's OneSource Faculty and Staff Service Center, a customer focused service organization that provides HR and Payroll services to employees across the university. This position serves as the first point of contact for customers contacting the service center and is responsible for working with UHR staff and knowledge management system to resolve a broad scope of inquiries related to HR and Payroll services. The primary goal of the HR/Payroll Shared Services Specialist is to demonstrate effective issue resolution, ensuring high levels of customer satisfaction and operational efficiencies across service center operations.

Among the key duties of the position are the following:

• Leverages an innovative case management system for tracking requests and may transfer or escalate cases to other service center parties or RU entities for efficient issue resolution.
• Conducts intake for all HR/Payroll related inquiries and escalate to appropriate parties, as necessary.
• Ensures timely resolution of cases and follow through cases to completion to provide best customer experience.
• Tracks and monitors cases to identify root cause of issues.
• Documents inquiry resolution and escalations in case management system.
• Leverages knowledgebase to provide consistent customer service.
• Provides feedback to Senior HR/Payroll Shared Services Specialists for ongoing process improvement.
• Identifies trends and knowledge base needs and provide insight to increase operational efficiencies.

Minimum Education and Experience:

• Bachelor's degree or an equivalent combination of education and/or experience.