Assistant Manager HR Support Services

Minimum Requirements:

• Bachelors degree and four years of supervisory/manager experience in Customer Services Human Resources Call Center or Customer Facing Support Supervision or a combination of education and related experience.

Preferred Requirements:

• Three years higher education experience.

• Three years state government experience.

To be fully considered for this position all candidates at the time of submission must provide the following documents:

• A complete and accurate GSU application

• Resume

• Cover Letter (recommended)

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Assistant Manager HR Support Services

Human Resources Administration

Georgia State University

Human Resources Administration fosters a workplace where employees are supported to work together and thrive. We ensure Georgia States unparalleled success by securing the best workforce talent and connecting employees with outstanding benefits. Once employed we support our faculty staff and student employees to engage learn develop and grow - professionally and personally.

Are you ready to walk through the door of opportunity

If you are seeking a rewarding career in a fast-paced work environment with career progression and the chance to learn from the best then get ready to join our awesome Human Resources Operations team at Georgia State University.

TheHuman Resources Administrationat Georgia State University is seeking to hire an Assistant Manager HR Support Services.

WHAT MAKES GSU A GREAT PLACE

• A knowledge-sharing organization that works collaboratively with diverse partners.

• Professional development opportunity and mentorship.

• A rapidly growing center within an academic setting.

DUTIES AND RESPONSIBILITIES:

• Adjudicates background checks that require review (credit MV etc.).

• monitoring calls to (4747) for quality assurance and training.

• Audits the background check uploads against new hires promotions transfers and other MSS transactions that warrant a new background check.

• Reviews ServiceNow cases for proper disposition and assignment.

• Attends the ServiceNow meetings with IIT.

• Makes recommendations for Tier 1 SLAs for all services based on data and manages all cases towards success.

• Manages the customer experience including contacting customers when cases are in danger of SLA breach.

• Runs daily weekly and monthly reports to communicate metrics to HRA/Payroll Leadership.

• Ensures Background Checks are initiated timely.

• Refer background checks to the Background Investigation Committee when required.

• Partners with GSU Legal/ISSS when appropriate to ensure all required background checks are being performed for foreign national employees.

• Ensures Background Checks are conducts for all sensitive lab access.

• Monitors calls made to the HR Help Desk (4747) ensure that callers receive the correct information the appropriate transfer or next steps or have the call appropriately resolved.

• Trains Help Desk staff on where to find answers and that tickets are opened assigned dispositioned and closed appropriately in ServiceNow.

• Ensures Help Desk staff are providing customer service to visitors at One Park Place 3rd floor.

• Ensures that they are being directed to log into QLess Tempo. Contacts HR staff to assist with visitors that need help not listed on the QLess Kiosk.

• Escorting guest to the appropriate HR Practitioner.

• Responds to Unemployment Claims in Hamlet routing the response to Employee Relations.

• Ensures mail is received and properly distributed.

• Performs other related duties as assigned.