HR Tier 2 Analyst, HR Solutions Transaction Delivery

The HR Tier 1 Associate is the initial point of contact for employees seeking HR-related assistance through the ServiceNow platform. This role involves managing and resolving HR service requests answering employee queries and addressing concerns related to HR policies benefits payroll and other HR services. The agent will ensure accurate documentation of interactions provide excellent customer service and escalate issues when necessary.

Location:Mexico City MX

Reporting:Reports to Supervisor Transaction Delivery

HOW YOU WILL THRIVE AND CREATE AN IMPACT:

• Act as the first point of contact for employees seeking help with HR-related issues such as benefits payroll time-off requests and general HR policies.
• Create update and close tickets in the ServiceNow platform ensuring timely and accurate resolution of employee requests.
• Reference the HR knowledge base to provide accurate and up-to-date information to employees.
• Investigate and resolve basic HR-related issues escalating more complex cases to Tier 2 HR support or other specialized HR teams.
• Ensure that all employee interactions are handled with a high level of confidentiality and comply with company privacy policies.
• Accurately document and update all employee interactions within the ServiceNow platform to maintain clear records for reporting and follow-up purposes.

EXPERIENCE:

• Education: High school diploma or equivalent (required).
• Experience: 1-2 years of experience in HR support customer service or a related field (preferred).
• Familiarity with HR ServiceNow and Workday (preferred).

SKILLS AND COMPETENCIES:

• Experience in handling customer or employee inquiries preferably in an HR or shared services environment
• Ability to work independently and as part of a team in a fast-paced environment
• Basic understanding of HR practices including benefits payroll and employee relations
• Ability to troubleshoot and resolve basic HR-related issues independently
• Ability to work well in a collaborative team environment
• Strong attention to detail particularly when documenting requests and providing information
• High proficiency in English language both written and spoken
• Proficiency in other regional language desirable

OTHER

• All positions will follow current in-office requirements specific to the office location.
• Relocation support and packages are not being offered for positions at this time.
• Applicants must be legally authorized to work within the country that the position is based. Visa support is not being offered at this time.
• The salary for these positions will be determined based on the market rates for the location in which the role is based.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor

Dare to go further in your career. Join our global team of 14000 associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes peoples lives for the better. It brings new patient treatments and therapies to market giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his moms voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex gender identity sexual orientation race color religious creed national origin physical or mental disability protected Veteran status or any other characteristic protected by federal state/province or local law.

If you need a reasonable accommodation for any part of the employment process please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections please view the Know Your Rights poster.

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor or by failing to comply with the Avantor recruitment process you forfeit any fee on the submitted candidates regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.