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Carnegie Mellon University

General Information


Job title: ESC Employee Services Specialist
Job location: Pittsburgh, PA 15213 United States
Requisition code: 100421
Date posted: 10/21/13
Job type: Full-Time

Job Classification

Job Category:HR Specialist

Job Description

Job description:
Carnegie Mellon University invites applications for the position of Employee Services Specialist within the newly created Employee Service Center (ESC). Reporting to the Employee Services Lead, the Employee Services Specialist will operate as a member of team of experts dedicated to supporting the University’s faculty, staff and students by resolving complex HR and Payroll inquiries and by processing a limited scope of centralized Human Capital Management (HCM) system transactions (i.e., encompassing the HR, Benefits and Payroll domains, but not including gross-to-net payroll processing). The Employee Services Specialist will have responsibility for executing Tier 2 employee service functions.
The Employee Services Specialist will build strong collaborative relationships with ESC stakeholders across campus, meeting the unique needs of the colleges and major administrative areas served. More specific responsibilities will include ensuring completion of assigned ESC transactions in accordance with established standards, identifying process improvement opportunities to deliver enhanced customer services to the organization, and coordinating with a combination of Employee Services resources within the ESC and external Tier 3 experts to address escalated inquiries (i.e., working effectively within the framework of a multi-tiered support model in which Tier 1 serves as the first point of contact for initial questions and walk-in services, Tier 2 addresses more complex escalated inquiries and provides system transactional support, and Tier 3 resolves issues beyond the scope of the ESC).
The ESC will deliver a high level of service to its customers by facilitating employee Human Resources (HR), Benefits, and Payroll (PR) inquiries and transactions in an efficient, accurate and compliant manner. The hallmarks of the ESC will be in delivering services that are timely, accurate and highly attuned to the fast-paced university environment.
In order to be successful, the incumbent will need to possess transactional expertise in the HR, Benefits and/or Payroll domains. Additionally, this role will entail leveraging strong collaboration skills with identified campus stakeholders/ombudsmen and Tier 3 subject matter experts outside of the ESC.
Priority consideration will be given for applications received by November 15, 2013. Review of candidates will begin immediately and will continue until an appointment is made. Visit Careers@CarnegieMellon: to apply for Job # 100421. Application materials should include a letter of interest, resume, and contact information for three references (including name, title, address, phone number, and email address).
Carnegie Mellon is a highly selective university with 6,204 undergraduate and 6,290 graduate students in the colleges of Business Administration, Computer Science, Engineering, Fine Arts, Humanities and Social Sciences, Public Policy & Information Systems, and Science. The university community is comprised of highly motivated students, faculty and staff that share a commitment to intellectual and artistic excellence, rigor, and personal aspiration. For more information about Carnegie Mellon University visit our website at
Carnegie Mellon University is an Equal Opportunity, Affirmative Action Employer. Qualified candidates who can contribute through their work/life experiences to the diversity and excellence of the academic community are encouraged to apply.

Job Requirements

Education, training, experience:
• Education: At least a Bachelor’s degree or equivalent combination of training and experience.
• Experience:
o 5+ years experience working in the HR, Benefits and/or Payroll domains (but not necessarily including gross-to-net payroll processing experience)
o 4+ years of working experience processing transactions in HCM systems (e.g. Workday, PeopleSoft, Oracle, SAP, or equivalent), including resolution of complex or time-sensitive customer service issues
o Extensive experience interacting with customers, including resolution of complex inquiries and efficient performance during high-volume timeframes
o Experience supporting system testing and/or data validation activities
• Skills:
o Ability to deliver Tier 2 employee services functions in the context of a multi-tier customer inquiry and issue resolution model, including ESC Tier 1 first point of contact for questions and walk-in services, ESC Tier 2 system transactional support and Tier 3 escalation to process/policy content experts in HR, Finance and Computing Services
o Ability to operate effectively in a decentralized environment, exhibiting excellent communication and interpersonal skills
o Knowledge of HR, Benefits and/or Payroll transactional processes
o Ability to contribute to an outstanding customer-service environment, including strong collaboration with key stakeholders (e.g., identified campus stakeholders/ombudsmen and Tier 3 experts outside of the ESC) and application of tact and diplomacy when dealing with customers
o Ability to identify and communicate system issues, coordinating closely with configuration/technical resources to achieve timely resolutions as required
o Ability to adapt efficiently to changing policy, process and system requirements in support of a continuous improvement model
• Physical Mobility: Normally sedentary with some mobility (i.e. able to travel to other campus locations).
• Environmental Conditions: Normal office environment. Work involves extended use of computer monitor.
• Mental: Ability to meet inflexible deadlines, remain calm during difficult situations, work under pressure and work with frequent interruptions.
• Other: Weekend and evening work may be required.
• Education: Master’s degree in Human Resources, Payroll, Business Administration
• Licenses: Senior Professional in Human Resources (SPHR) or equivalent Certified Employee Benefits Specialist (CEBS) Fundamental Payroll Certification
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