Job Description

Job Summary: 

This position will focus on employee support on behalf of the Talent & Culture (HR) Team. This role reports into the Team Lead, Employee Solutions and will be deeply involved in organizational-wide support of employee inquiries, including Pay, Timekeeping, Benefits, HR Systems and Total Rewards. This position will also be responsible for transactional HR processes and back-end support.

Essential Duties/Responsibilities:

Manage a high-volume of requests and inquires related to HR employee support within Talent & Culture’s ServiceNow ticketing platform.
Provide exemplary customer service both in resolving employee issues, and meeting Service Level Agreements (SLAs) related to response times.
Partner with Talent & Culture Centers of Excellence (CoEs) to resolve complex and/or unique employee issues.
Administers NRG’s Tuition Reimbursement program. Including reviewing/approving application tickets, responding to inquires related to the program, and tracking data related to members of the program.
Partner with internal Talent & Culture CoEs and Talent Knowledge team to address common inquiry themes with employee resources and knowledge articles.  
Perform Employee Data change requests, within NRG’s Human Resources Information System (HRIS) as needed.
Assist with resolving employee inquires reported through other channels, such as phone, email, mail, or in-person.
Complete HR-related documentation request, including employment verifications, forms and letters, as needed.
Provide support to former employees to satisfy their requests, including tax forms, payroll inquires, data changes and others.
Additional Talent & Culture-related Projects as assigned.

Working Conditions:

Open office environment.
Minimal Travel only as required by business and/or project need.
Willingness to work outside normal business hours as necessary as special projects arise.
Hybrid position (M,T,Th)
Job locations include Lehi, UT

Minimum Requirements: 

High School Diploma or GED equivalent
1-2 years of human resources experience in a support / specialist function or related corporate customer service experience.
Proficiency in Microsoft Office.

Preferred Qualifications: 

Bachelor’s Degree in Business, Human Resources, Business Administration, or related field preferred.
Advanced Excel Skills including pivot tables, charts, data tables, use lookup functions and logical references.
Demonstrated data management and analysis skills and the maintenance of confidential information.
Broad and in-depth understanding of human resources policies and processes.
Experience with SuccessFactors or similar HRIS system preferred.
Experience with service management tools, such as ServiceNow.
Proven Customer Service Experience

Additional Knowledge, Skills and Abilities:

Excellent communication skills (written and verbal) and strong attention to detail with a focus on data quality.
Ability to set priorities and to respond to changing demands from multiple sources on short notice.
Ability to exercise discretion and independent judgement.
Excellent organizational and time management skills.
Ability to work independently and as a team member; strong teamwork and collaboration skills.
Customer service and continuous improvement mindset.

Physical Requirements:

Work is primarily sedentary (desk work at a computer)
Rarely requires lifting as appropriate to perform duties and responsibilities.