Analyst, HR Operations (Puerto Rico)

RTX is hiring an Analyst for its People Services Contact Center to support employees, managers, and HR professionals across its business units. The role resolves HR inquiries, documents and escalates cases, supports self-service, and contributes to compliance, service quality, and process improvement.

What you'll do:

• Provide superior customer service, accurate and timely first contact resolution to ~3,000 employees, managers, and HR professionals across RTX via phone calls, email, chat, and Case Management
• Interpret simple and complex company and business unit policies and procedures, having the ability to convey them in a simplified manner
• Identify, recommend, create and audit content or knowledge articles to be added to the external and internal knowledge base
• Utilize multiple online systems, including ServiceNow CRM, Enterprise version 5 and Workday to answer questions, troubleshoot issues, complete requests and help resolve employee, manager and HR needs
• Utilize the case management system to document and escalate inquiries following both defined and undefined process steps to achieve required service level agreements
• Receive calls and answer inquiries via telephony and interactive voice response (IVR) technology
• Educate employees on HR services available and encourage employee and manager self-service
• Promote quality, compliance management, and process improvements using CORE tools and guidance
• Ensure adherence to company policies and procedures, with a strong focus on compliance
• Work collaboratively with all areas of People Services to ensure that the overall targets are met and/or exceeded
• Responsible for achieving internally-set quality standards and identified goals and metrics
• This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only

What they're looking for:

• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
• Typically requires a University Degree or equivalent experience and minimum 1 year of prior relevant experience
• Previous experience in an HR Shared Services center or a similar customer facing type of environment
• 1+ years of experience working with MS Office applications
• 1 or more years' experience with HR policy or other areas of expertise (i.e. Compensation, Benefits, Payroll, Talent Management)
• Experience with ServiceNow CRM, Workday, ADP Enterprise version
• Excellent problem solving skills and strong customer service skills
• Ability to work both independently and in a team environment
• Ability to have foresight, discernment, insight and utilize good judgment skills
• Strong attention to detail and organizational skills
• Excellent communication skills (written and oral) with all levels of the organization
• Ability to work with highly sensitive and confidential material and possess good business judgment and ethics

Benefits:

• Healthcare, wellness, retirement and work/life benefits
• Career development and recognition programs
• Parental (including paternal) leave
• Flexible work schedules
• Achievement awards
• Educational assistance
• Child/adult backup care
• Hybrid work: employees work regularly both onsite and offsite, with the onsite ratio determined in partnership with their leader; eligible candidates must currently reside near Santa Isabel, Puerto Rico.