HR Shared Services Specialist (Carson City)

**This is a hybrid 40-hour week position that requires on-site work 4 days a week Monday - Thursday.

The HR Shared Services Specialist acts as the first point of contact for employees and managers across the Southwest Gas enterprise for all HR-related transactions and questions. Responsible for delivering exceptional service in an efficient, effective, and friendly manner. Contributes to a positive employee/manager experience as a key contributor to the HR department's brand and the Company's employee value proposition.

MINIMUM QUALIFICATIONS

This position requires a minimum of five years of customer service and administrative experience, preferably in a Human Resources department, or an equivalent combination of related education, training and work experience.

KEY ACCOUNTABILITIES

CORE JOB: Provides information and service excellence to internal customers; using appropriate knowledge and communication skills, responds to customer inquiries in a timely and accurate manner

CORE JOB: Completes transactional and administrative activities for the HR department manually or using technology; researches answers to customer questions, runs reports, audits systems, and maintains data

CONFIDENTIALITY: Maintain and safeguard confidential information as mandated by Company procedures and state/federal regulations

WORK PRACTICE: Demonstrates a customer service focus; adheres to service level agreements, policy, procedure and work practices; manages time and work product effectively and independently; able to handle difficult situations and customer inquiries/responses; coordinates with HR Centers of Expertise and HR Business Partners to deliver a cohesive employee experience

TECHNICAL SKILLS: Appropriate use of Company provided technologies; able to run reports, maintain data, and navigate in multiple technology environments; demonstrates expert knowledge of HR systems and can educate others in technology use

TYPICAL JOB FUNCTIONS (Responsibilities/duties performed)

* Acts as the first point of contact for all HR transactions and questions pertaining to HR policy and procedure, employee benefits, leave management, employee information and change requests, HR technology (Employee Connect), HR reporting, and general inquiries
* Develops and uses expertise in a broad range of HR policy, procedure and technology to provide stellar service to employees
* In response to inquiries (voice, electronic and in person), performs first-level transactions, diagnoses issues/needs, and directs employees to policies, procedures, technology, resources, and/or guided learning
* Identifies when requests are beyond their scope of expertise and quickly escalates to the appropriate party (e.g., HR COE, HRBP, HRIS, or other groups/resources), tracking escalations and following up to achieve resolution
* Demonstrates a service-oriented attitude in all communications and contributes meaningfully to a positive employee experience at Southwest Gas (including overall tone and demeanor in verbal and written communications, timeliness of response, and accountability for follow-through and resolution)
* Understands and performs according to set service level agreements (SLA's) and tracks/monitors performance against individual expectations and goals
* Understands the connections between HR activities and the reasons why processes are set up the way they are; proactively identifies and communicates opportunities for improvement, potential risks, and efficiency recommendations in a timely fashion
* Monitors, maintains and efficiently uses Help Desk technology in the HR system (Oracle)
* Acts as the subject matter expert for HR systems (e.g., providing education, recommending process efficiencies, maintaining guided learning and identifying needs for new guided learning, identifying issues, recommending solutions, etc.)
* Conducts audits of HR systems (e.g., Oracle, AWSI, SuperVision) and related processes to ensure data integrity and security, regulatory compliance, efficiency, and effectiveness
* Uses data to track and report on HR service metrics; runs custom reports on an ad hoc basis
* Perform other duties as assigned
* Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

Carson City: $23.91 - $33.48

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.