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 provides first-line support to the University community (applicants, employees, retirees, etc.) in one of the following areas: addressing and responding to questions on a wide variety of HR issues, processing human resources and payroll transactions (lifecycle processes), administering the onboarding process, and/or auditing HR compliance; ensures a high level of customer service and service delivery.

• Serve as the first point of contact for all University employees, former employees, prospective employees, retirees, graduate assistants, and postdoctoral fellows for incoming inquires and questions, including benefits, retirement, compensation, talent management, recruiting, human resource information systems (HRIS), manager forms, and payroll
• Efficiently and accurately resolve the majority of inquiries on the first interaction; escalate complex issues to the appropriate professional services team
• Utilize the case management system to track inquiries and communicate responses to HR partners
• Facilitate the accurate and timely processing of business transactions in the HRIS related to the employee lifecycle, such as job changes, transfers, career progressions, reappointments, terminations, and salary adjustments
• Generate and analyze reports to track transaction data; identify opportunities to streamline processes; maintain specialized knowledge of processing requirements for specific employee types; conduct audits to identify and resolve errors
• Respond to inquiries from managers and HR partners regarding processes and procedures to ensure smooth and efficient transaction completion

• Conduct onboarding sessions for new employees; collect, process, and facilitate the completion of employment documentation; correctly assign and report on compliance checks and requirements; administer the employment verification system

• Identify improvements to the onboarding process to enhance customer experience

• Maintain accurate and up-to-date HR records; ensure all employee records are maintained in compliance with University policies and legal regulations

• Work closely with HR partners, professional services teams, IT, etc., to ensure smooth HR operations

• Participate in on-going learning in order to understand and leverage the full array of HR policies, programs, procedures, tools, and templates
• 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, review, edit, and draft knowledge base articles and other training resources for the HR Services Team, HR partners, and the University community

• Gather feedback from employees to improve service quality and HR operational efficiencies

• May supervise staff members, including hiring, development, and performance management

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

• Case management
• Critical Thinking
• Cultural competency
• Customer Service
• Data entry
• Policy implementation
• Problem Solving
• Technology acumen

• General Equivalency Diploma (GED)
• High School (HS)