Human Resources Help Desk Support Specialist

Company Description

Join us and make YOUR mark on the World!

Are you interested in joining some of the brightest talent in the world to strengthen the United States’ security? Come join Lawrence Livermore National Laboratory (LLNL) where our employees apply their expertise to create solutions for BIG ideas that make our world a better place.

We are dedicated to fostering a culture that values individuals, talents, partnerships, ideas, experiences, and different perspectives, recognizing their importance to the continued success of the Laboratory’s mission.

Pay Range

$77,610 - $95,052 Yearly at the E03.1 level

$93,090 - $113,988 Yearly at the E03.2 level

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting; pay will not be below any applicable local minimum wage.  An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.

Job Description

We have an opening for a Human Resources Help Desk Support Specialist. You will provide first level customer support by responding to help desk inquiries submitted by Human Resource application users, including external applicants. You will provide technical and functional assistance for HR information systems, conduct system testing, and facilitate end user training sessions. This role is part of the Human Resources Service Operations Group.

This position will be filled at either level based on knowledge and related experience as assessed by the hiring team. Additional job responsibilities (outlined below) will be assigned if hired at the higher level.

You will 

• Respond to end user inquiries received via phone, email, or ServiceNow tickets; investigate and document solution to issues. If the solution is not immediately apparent, perform initial troubleshooting and diagnosis, and collaborate with IT staff or Business Analysts as needed.
• Provide first-level technical and functional customer support to the user community for Human Resource applications including the applicant tracking system (SmartRecruiters) and employee databases.
• Provide the highest level of customer service to users by maintaining a positive, empathetic, and professional attitude and following up with users to ensure satisfactory resolution.
• Provide strong partnership to HR, Payroll and IT teammates to develop and adapt help desk strategies and processes to ensure seamless integration of services and support.
• Develop, maintain and work to improve end-user system training and documentation.
• Train end-users on application functionality
• Participates in system testing using test scripts to validate bug fixes, replicate issues, system enhancements, and system upgrades.
• Work with users and team members to analyze business processes and recommend system improvements.
• Make recommendations regarding help desk administrative policies, systems, procedures and programs.
• Monitor and report monthly help desk metrics, including call volumes, problem resolutions, and enhancement requests; collect statistical data for management review.
• Perform other duties as assigned.

Additional job responsibilities, at the E03.2 level

• Provide advanced technical support to user community; analyze issues and take action to resolve.
• Plan and lead cross-functional projects and provide business analysis and consultative support for system enhancements, upgrades and implementation of new modules.
• Write and conduct test plans and cases for system implementations, upgrades, or enhancements.
• Troubleshoot, resolve and document complex issues.

Qualifications

• Associate's degree in Human Resources or Information Technology or related field; or equivalent combination of education and related technical experience.
• Basic knowledge with cloud-based HR Technology such as Oracle HCM Cloud and PeopleSoft
• Experience supporting HR applications by responding to user calls, emails, or trouble tickets.
• Demonstrated ability to solve problems, exercise independent judgment, make decisions, work independently, and determine priorities.
• Experience testing systems for bug fixes and enhancements with demonstrated strong knowledge and analytical skills necessary to resolve end-user technical issues.
• Experience writing end-user training documentation (e.g., reference manuals and/or presentations) and training users.
• Experience interpreting and implementing application/administrative policies and procedures to process