Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

The defined natural career progression within or between job profiles.

HR Shared Services 

The Human Resources (HR) Shared Services Representative is responsible for providing support to the University community (applicants, employees, retirees, etc.) by addressing questions on a wide variety of HR issues not resolved via employee self-service. This position answers and resolves questions and inquiries as appropriate and triages more complex issues to HR Specialists as appropriate.

• Act as the first point of contact for all University employees, former employees, retirees and Graduate Assistants for incoming calls with HR or Payroll related questions including benefits, retirement, compensation, talent management, recruiting, human resource information systems, manager forms, payroll/pay slips, etc.
• Efficiently and accurately resolve the majority of calls on the first interaction
• Collaborate with partner teams across HR, Payroll, WMO, and IT to diagnose solutions to complex and unusual issues
• Utilize case management system to track calls and communicate responses to HR partners and the individual calling
• Receive and process general inquiries submitted via the employee self-service portal or email
• Participate in on-going learning in order to understand and leverage the full array of HR policies, programs, procedures, tools, and templates
• Receive, document, and consistently and accurately answer routine inquiries outside of the scope of the team; build individual and team knowledge through a variety of activities
• Provide hands-on training to new members of the team; participate in new hire training through role-modeling of handling calls, demonstrating best practices, providing coaching and feedback, and continually sharing where to find resources
• Identify and draft new knowledge base articles and other training resources for the HR Services Team, HR, and the University community
• Review and edit existing knowledge base articles that are out of date, as appropriate
• Collaborate with partner teams to identify FAQs or other resources for the University community

Level:

– Intermediate Support

Base Description:

– Completes administrative activities and tasks of a technical or functional nature.

Level Summary:

– Demonstrates ability to perform intermediate tasks in defined skill areas. Demonstrates intermediate knowledge of internal procedures. Works under general supervision, performing assignments that may be varied and sometimes difficult. Supports team decisions and follows through with team responsibilities. Interprets and communicates information clearly and accurately. Demonstrates intermediate problem–solving skills.

Supervisory Responsibilities:

– May provide basic direction to lower level support staff

Fiscal Responsibilities:

– Handles routine financial transactions
– May validate and pay invoices

Problem Solving:

– Encounters generally routine problems; occasionally faces more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– Applies knowledge of institutional policies and procedures in determining course of action

Independence of Action:

– Work is generally monitored by supervisor
– Detailed instructions and procedures are generally provided
– Uses available guidelines to make appropriate adaptations to routine situations and refers other situations to supervisor

Communication and Collaboration:

– Communicates internally within working unit and/or the University
– May communicate with external audiences for scheduling/coordination
– Collaborates closely with team members
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials that may be intended for distribution

• Comp Grade – 5
• Minimum – $38,300.00
• MidPoint – $46,900.00
• Maximum – $55,500.00