SBS Global Employee Services Support Hub Analyst
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The Analyst is responsible for documenting investigating and resolving common employee issues within established Service Level Agreements (SLAs). This role requires strong customer service skills attention to detail and the ability to follow defined procedures within HR systems such as Dayforce UKG Oracle HCM and case management platforms such as ServiceNow. SBS ES Analysts contribute to knowledge-base improvements identify recurring issues and support the overall efficiency of the SBS ES Support Hub.
Responsibilities
Employee Support Case Management & Issue Resolution
Serve as the initial point of contact for Tier 0 and Tier 1 inquiries related to HR Time & Attendance Payroll and general employee services
Accurately triage questions and resolve issues using established knowledge articles standard operating procedures and case-handling workflows
Maintain required SLAs for response time resolution time quality and customer satisfaction
Document all cases clearly and thoroughly to support continuity audits and escalations
Process Execution & Issue Handling
Identify when issues require escalation and route them appropriately to Senior Analyst and / or Tier 2 COEs with complete and clear documentation
Support multi-channel case intake including portal submission chat phone and / or email
Knowledge Base & Self-Service Support
Provide feedback on knowledge articles templates and SOPs to ensure content accuracy and usability
Identify gaps in knowledge resources and recommend improvements to reduce repeat contacts.
- Collaboration & Team Effectiveness
Work collaboratively with SBS ES Support Hub peers the Senior Analyst and the Supervisor to ensure consistent service delivery across regions
Participate in team meetings calibration sessions and training opportunities
Share issues trends and observations that may require escalation or continuous improvement
- Compliance & Data Integrity
Maintainaccurate case documentation and proper handling of sensitive HR/payroll data
Qualifications
- FORMAL EDUCATION:
Required:
Bachelors Degree in Human Resources Business Administration Information Systems or related field.
KNOWLEDGE & EXPERIENCE:
- 1 years relevant in Employee Services HR Operations Customer Support and/or IT/HRIT systems support
- Strong written and verbal English communication
- Ability to follow structured procedures and handle high-volume inquiries
Strong attention to detail and accuracy
- Experience using case management tools such as ServiceNow Zendesk JIRA etc.
- Experience working withUKGDayforce and/orHR Systems (Oracle HCM Workday SuccessFactors etc.)handling operations troubleshooting and/or implementation
- Strong customer service orientation and empathy
- Strong organization prioritization and follow-through
- Exposure to global support environments or shared services operations
- Curiosity and initiative to learn new systems and processes quickly; embraces change
- TECHNICAL/SKILL REQUIREMENTS:
- Required:
- Proficiency with Microsoft Office products
- Ability tolearn new systems quickly and follow step-by-step procedures
- Preferred:
- Experience in ticketing/case management systems
Basic understanding of HR timekeeping or payroll processes
- Required:
Required Experience:
IC
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
About Company
At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purp ... View more
