.Primary Directive:Responsible for providing inquiry and transaction support to employees, managers, HR Business Partners, and HR professionals. To a lesser extent, respond to inquiries from vendors, Centers of Expertise members, retirees, and employee relatives.The WFA HR Ops Analyst main tasks/responsibilities include, but are not limited to:Providing 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 transactionsEmployee, Job and Data changesCompensation ChangesRequisitionsGeneral HR questions regarding policies and procedures.Navigation support for Workday and Portal.Escalation of security access to Portal to HR Technology Enablement (HR Atlas portal team).Replicon system support for vacation balance updates and cancellation of days off not taken (only USA).Assistance to Managers and HR in running standard reports, including sharing National IDs report for HRBPs.Routing of calls to appropriate support owner when service is not provided by HRSSC (The Work Number, Help Desk, etc.).Archiving EE Documents in ESS (i.E., Offer Letters, Resume, government forms, W4s, Direct deposit, old PAFs, Benefit enrollments, Benefits summary, PM Reviews, warnings, employee health records, license and certification verifications, etc.).Creation of Employment certification letters for HR to distribute (Mexico only).Assistance during salary planning period providing navigation support and escalating issues that require intervention from the HR Enablement team.Registering the interaction with the caller and tracking the solution via the ticketing system Microsoft Dynamic CRM when follow-up or escalation to Tier 2 is required.Accomplishing the Call Management Framework & KPIs for calls and cases.Providing support on simple data entry/data changes on employee records.Performing basic transactional processing activities to support Tier 2 area:Requisitions creation and follow-up to approvals.Updating and maintaining employee data in the HRIT/HRIM/Functional or system of record.Maintaining employee personnel files for current and former employees.Providing assistance on employment verification requests.Requirements:Bachelor's Degree in HR, Finance, Business, or related field required.Desirable working experience in an 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 or Portuguese are desirable.Excellent oral and written communication skills and interpersonal skills.Ability to work on multiple activities and systems successfully and simultaneously
