Job Title: Payroll Support Representative
Location: Peachtree Corners, GA 30071 - Hybrid
Duration: 6 Months + Extensions
Roles and Responsibilities:
Key member of the U.S. Payroll team that is the primary liaison with Tier I/HR team ensuring seamless partnership in delivering an outstanding customer experience.
Oversee management of the ServiceNow platform for the U.S. Payroll team, including metric reporting, Service Level Agreement ( "SLA”) performance, and more.
Provide top-tier customer support for employee payroll-related inquiries through ServiceNow by being the initial reviewer of ServiceNow cases, assigning case complexity and priority, resolving cases when able, and escalating to the manager when necessary.
Lead recurring meetings and reviews of payroll case management and metrics for the U.S. Payroll team to drive transparency and accountability for case resolution management.
Develop standard operating procedures ( "SOPs”) for frequent employee payroll-related inquiries to expedite resolution.
Enhance frequency of communication to customers (i.e., weekly reporting of case status) throughout the case management cycle to ensure customers are provided frequent updates to improve transparency (i.e., case assignment, target completion date, status updates, and more).
Become proficient in the company's HR and payroll systems (i.e., Workday, ADP, WorkForce).
Helping with garnishments, reviewing and sorting incoming mail.
May assist with administering other special projects as needed.
ServiceNow, ADP, WorkForce, and Workday (or other HCM system).
Minimum 2-4 years of Payroll or Human Resources experience.
A bachelor's degree and/or certification in Business Administration or a related field is preferred.