Analyst, HR Service Desk

Columbia University - New York, NY4.1

Reporting to the Manager of HR and Finance Service Desks, the incumbent resolves customer problems related to Human Resources, Payroll and Labor Accounting transactions and data. Working independently, as well as part of a team, and utilizing a variety of systems, he/she answers and directs inquiries related to functional and technical requests. These calls can be resolved directly by the Service Desk or redirected back to the Department Administrator, Payroll Operations, ARC or CUIT Service Desks, Benefits or other HR Representative. Researches and resolves routine client requests and assumes ownership of problems and works to resolve them, including making necessary corrections directly into the PAC PeopleSoft HCM system. Works with HRPC Team and Payroll Operations to identify issues and trends, recommends solutions and/or process changes. Completes call-log and reports. Completes Inquiry Form for investigation and maintains follow-up for inquiries not immediately resolved. Handles all customer service calls in a professional manner. Escalates cases appropriately to the Service Desk Manager and/or Director and Tier II teams as appropriate. Communicates with Departments regarding updated business processes and/or significant due dates for PAC Payroll. Serves as a resource for HRPC staff providing guidance and assistance when appropriate. Continues to identify areas for improvement. Performs other duties as assigned.

Minimum Qualifications for Grade
Applicant MUST meet these minimum qualifications to be considered an applicant

Bachelor's degree and/or its equivalent required. Three years' of related experience required.

Additional Position-Specific Minimum Qualifications
Applicant MUST meet these minimum qualifications to be considered an applicant

Working knowledge of PeopleSoft and Microsoft Office required. Strong customer service skills required. Demonstrated ability to work in a high pressured, fast-paced environment. Demonstrated excellence in a variety of competencies including, teamwork and analytical thinking. Ability to work with changing priorities and with multiple projects. Requires excellent analytical, oral and written communication skills and strong interpersonal skills. Ability to be precise and attentive to detail is essential.

Special Instructions

Preferred Qualifications

Proven track record in a technical HR or Payroll environment preferred. Some experience with process management/improvement preferred. Knowledge of relational databases preferred. Call center experience a plus.

Essential Functions

Additional Essential Functions (Limit to 3950 characters.)

Special Indications

This position works with:
HIPAA Compliance training required

No Response

Participation in Medical Surveillance required

No Response

What type of posting? Is this a waiver request?

Standard Posting

Requisition Open Date


Requisition Close Date

Open Until Filled

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