HR Service Delivery Expert Services Analyst

About the role

The HR Service Delivery Expert Services Analyst supports employees, managers, HR Business Partners, Payroll and other stakeholders across the Americas region. The role delivers exceptional customer service, resolves complex HR inquiries, keeps employee records accurate and provides confidential, timely support. It is based in San Jose, Costa Rica, with a hybrid arrangement.

Key responsibilities

• Provide HR support through ServiceNow, email and phone.
• Manage and resolve Tier 2 and escalated HR cases.
• Maintain employee records in Workday, ADP and payroll systems.
• Deliver high-touch support for executives and senior leaders.
• Partner with Payroll, HRBPs, Legal, Global Mobility and Centers of Excellence to resolve complex issues.
• Support annual compensation planning and HR operational processes.
• Research HR policies and transactions to give accurate guidance.
• Cross-train across HR functions and provide backup support across the Americas region.

Required profile

• Bachelor's degree required.
• Fluent in English and Spanish; Portuguese and/or French are a plus.
• Minimum 4 years of experience in HR, Employee Services, Shared Services, Customer Care or related fields.
• Experience with Workday and case management systems such as ServiceNow.
• Strong customer service, communication, problem-solving and decision-making skills.
• Ability to handle sensitive information with confidentiality, attention to detail and in a fast-paced environment.