Specialist Shared Services

Summary

Join Verra Mobility as an HR Shared Services Specialist and support our global employee population. This integral role involves managing HR inquiries through our Workday Help platform, ensuring timely and accurate responses. You will create and maintain employee-facing knowledge base content, monitor case trends, and collaborate with HR stakeholders. Success requires attention to detail, discretion, and a proactive, solution-oriented approach. This role is crucial for consistent, responsive, and excellent employee support. You will be the first point of contact for employee inquiries, resolving Tier 1 HR cases and escalating as needed.

Requirements

• Experience in HR Shared Services, HR Operations, or a customer service role supporting HR, ideally within a global organization preferred
• Experience working in an HRIS or case management system preferred
• Excellent written communication and interpersonal skills with a customer-focused mindset
• Strong organizational skills and attention to detail; able to manage multiple tasks and prioritize effectively
• Skilled at creating or editing clear, concise, and user-friendly HR content, technical guides, and employee resources
• High level of integrity and discretion in handling confidential information
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, Teams, OneNote, etc.)

Responsibilities

• Serve as the first point of contact for employee inquiries, resolving Tier 1 HR cases with a high level of customer service, accuracy, and consistency
• Triage, escalate, or reassign inquiries as appropriate to Tier 2 HR Centers of Excellence
• Create and maintain content in the employee-facing knowledge base, ensuring content is clear, relevant, and aligned with current processes
• Monitor trends in case types, identify recurring issues or frequently asked questions, and proactively update knowledge base content
• Collaborate with internal HR stakeholders to stay informed of policy, process, or system changes that impact employee self-service
• Identify opportunities to improve self-service capabilities or streamline HR support processes and share recommendations with the HR Operations team
• Maintain documentation and support audits or reviews of HR knowledge base content and case handling
• Participate in cross-functional projects or improvement initiatives related to HR systems, tools, or support models
• Ensure sensitive employee information is handled with discretion and in alignment with data privacy policies
• Ensure compliance with internal controls and data integrity standards

Preferred Qualifications

Workday experience strongly preferred