Process Specialist

Infosys Brazil is looking for professionals with the profile of Help Deskto join our team

Main activities and responsibilities:

• Be part of LATAM contact center team handling inbound calls and be the first point of contact for queries related to Time & Attendance Management Employee Data Administration Leave of Absence Management and Payroll.
• Process and validate changes in HR systems (e.g. SuccessFactors) ensuring data accuracy.
• Assist employees with self-service tools and guide them through HR processes.
• Respond to payroll-related inquiries (salary deductions tax overtime benefits)
• Investigate and resolve discrepancies in collaboration with payroll teams
• Provide clear timely resolutions and escalate complex cases when necessary.
• Manage tickets via HR Helpdesk platform (e.g. ServiceNow) within defined SLAs.
• Maintain detailed documentation of cases and resolutions for audit and compliance.
• Provide proactive communication and status updates to employees.
• Escalate non-transactional production issues promptly and according to established protocols
• Identify recurring issues and propose process improvements
• Ensure adherence to LATAM labor laws and company policies.
• Supports TL in training daily reviews and escalations resolutions
• Participate and contribute towards process transformation & automations

Required Qualifications:

Must Have

• Graduate in any stream
• Strong written and verbal communication skills
• Results and deadline driven
• Ability to work independently and as part of a team
• Minimum 2 year Experience with HR systems and tools such as SuccessFactors SAP Workday etc. and ticketing tools like ServiceNow
• Computer proficiency (MS Office Word Excel and Outlook)
• Proficient in Portuguese or Spanish & English language (Read Write Speak)

Good to have

• Experience specific to Hire to Retire Data administration for LATAM region

Additional information:
Type of work: CLT Flexible hours.
Benefits package: Transport vouchers meal vouchers childcare assistance life insurance funeral assistance medical and dental insurance.
Career: Global work on national and international clients and/or projects possibility of international career movement.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills expertise and ideas from our innovation ecosystem.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy childbirth or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.