HR Services Analyst - Latin America Region (Hybrid)

Job Description

The HR Service Delivery Analyst will support the LATAM (Latin America) region in providing Tier 2 escalation support for HRSC (Human Resource Service Center) / Data Transactions and Tier 3 support for LATAM related escalations (i.e. language specific needs, country nuances). The HR Service Delivery Analyst will manage Service Delivery mailbox for client escalations, trouble shoot system issues with suppliers (i.e., Workday, ADP), manage and reconcile error log transactions for Payroll ADP.

The position will also require data analysis, trends, volume discussions with key stakeholders across HR Ops and external suppliers (i.e.: GTA (Global Talent Administration) support, HR Support Center) management of Tier 2 data transactions, downstream notifications and inbox tasks performed by the supplier. HR Support Center & Data Transactions Training and Knowledge Updates (i.e. Work Instructions, SOPs) - HR Library ownership (i.e.: work with IT). Ownership of downstream notifications for SharePoint and Region matrix for letters (i.e., hire, movement) and Manage supplier relationships (i.e. Accenture).

Candidates should have a working understanding of all areas noted but also have the ability to leverage internal and external resources to fulfill requests accurately and efficiently.

Primary activities include, but are not limited to:

• Respond to highly complex inquiries via email or phone during normal business hours.

• Track inquiries/cases by utilizing HR case management and knowledge management system

• Partner proactively with Call Center Analysts to provide guidance and coaching. Identify when additional training or knowledge is needed to prevent escalations.

• Research and analyze data and information, navigate multiple systems, resources and tools to investigate and provide accurate answers.

• Partner effectively with local HR Teams to resolve complicated issues.

• Ability to apply reason and process when working through complex inquiries.

• Follow standard procedures and practices, Service Level Agreements, Standard Operating Procedures, and meet or exceed operational goals.

• Participate on special assignments or teams as assigned.

• Recommend changes or updates to call center software solutions and HR Portal content to enable better employee and manager self-service support.

Education & Experience Requirements:

0-2 years of relevant work experience with a Bachelors degree in Human Resources, or related discipline OR High School diploma and a minimum of 4 years of relevant work experience (e.g. Human Resources, call center, or customer care)

Required Experience and Skills:

• Proven track record in providing high touch, complex customer support to all areas of business.

• Advanced specialized knowledge in all areas of concentration (e.g. Payroll, Restructuring, Supplier Management, HR Tools)

• Experience with WorkDay

• Excellent applied judgment and professionalism.

• Exceptional oral and written communication skills.

• Effective team player with collaborative focus.

• High degree of integrity and personal ethics in implementing corporate policies and procedures.

• Ability to work independently and coordinate with key partner groups.

• Fluency in Portuguese, Spanish, and English required

Preferred Experience and Skills:

• ServiceNow experience.

• Ability to work in a fast-paced, dynamic environment with ongoing technology and process changes.

• Ability to demonstrate flexibility and adjusting to new ways of working.

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

U.S. Hybrid Work Model

Effective September 5,2023 our U.S. Hybrid work model will be as follows: 1. Three total days on site per week: Tuesday and Wednesday – plus one additional day of choice based on what works best for organizations and/or teams. 2. Fridays will formally be a remote-working day unless business critical tasks require onsite presence.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

U.S. Hybrid Work Model

Effective September 5,2023 our U.S. Hybrid work model will be as follows: 1. Three total days on site per week: Tuesday and Wednesday – plus one additional day of choice based on what works best for organizations and/or teams. 2. Fridays will formally be a remote-working day unless business critical tasks require onsite presence.

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Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Requisition ID:R246008