Sr Associate Human Resource-Spanish

• 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.
• Fluency in two or more languages, including English and Spanish.
• 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:

• Ability to identify business needs and translate them into effective HR systems and process solutions.
• Ability to transfer knowledge by clearly explaining technical processes and procedures to others.
• Strong troubleshooting capability across systems and processes.
• Ability to rapidly learn new systems and processes while demonstrating openness to change.
• Service-oriented mindset with a high degree of flexibility and responsiveness.
• Excellent time management skills, with the ability to prioritize work based on service level agreements, urgency, and business impact while managing tasks from multiple sources.
• Ability to work effectively in an international team environment, including across time zones and multicultural settings.
• Strong interpersonal skills, including the ability to remain composed when managing challenging client interactions and coaching others.
• Ability to work independently with minimal supervision.
• Strong attention to detail and commitment to accuracy.

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