Employee Success Operations Senior Specialist

Job Category

Employee Success

Job Details

**About Salesforce**

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.

Your Impact:

- Provide superior customer service to employees and managers of Salesforce via our Concierge customer portal, and other social channels.
- Support our knowledge base within Concierge; close knowledge gaps by creating, updating and improving knowledge articles to keep information relevant for employees’ self-service.
- Record and supervise all customer interactions using a case management tool responding to inquiries on benefits, time off, compensation, immigration, HR Policy and employee data. Follow through to ensure all assigned cases are resolved and closed timely and appropriately.
- Develop an understanding of Workday as a tool and leverage its capabilities for manager and employee self-service process inquiries
- Maintain appropriate level of process, program, and policy knowledge in order to assist Employees.
- Proactively identify inefficiencies and inconsistencies and collaborate towards an improved and more productive process that enhances the employee and/or manager’s experience with the process.
- Assist with User Acceptance Testing for system enhancements.
- Process corrections or transactions not handled through Employee or Manager Self Service in Workday.
- Participate in projects to further improve and modernize ES People Services processes for a seamless employee experience.

**Requirements**:

- 2 years prior work experience in Human Resources or a centralized customer service environment preferred
- Prior experience with Workday HCM or similar HRIS is highly desirable
- Experience working in a Case Management system
- Exceptional problem solving skills with a strong desire for data integrity, process definition, and continuous learning
- Excellent verbal and written communication skills
- The ability to navigate and collaborate with employees through personal circumstances
- Ability to diagnose a problem and lead correction efforts through effective communication and execution
- Superior employee experience focus
- Ability to navigate in a high-paced evolving environment with contending priorities
- Ability to maintain confidentiality in all aspects of job responsibilities
- Work effectively in a team setting
- Experience working in HR shared services organization for an established company is ideal

Accommodations

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.