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• Review and edit existing knowledge base articles that are out of date, as appropriate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:

– Senior Support

Base Description:

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

Level Summary:

– Demonstrates proficient and comprehensive knowledge of defined skill areas. Applies knowledge of principles, practices, and procedures of a particular field to decision–making and problem–solving. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters. May lead others or a team in completion of complex assignments. Interprets and communicates information clearly, accurately, and persuasively. Researches and tries new approaches when solving difficult or novel problems.

Supervisory Responsibilities:

– May serve as lead support staff and/or provide basic direction to lower level support staff
– May serve as direct supervisor for part–time, student, and/or temporary workers or volunteers

Fiscal Responsibilities:

– Handles financial transactions
– May validate and pay invoices
– May monitor/track budgets for specific area and/or grant(s)

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
– May use experience to resolve more complex and/or varied problems, with supervisor oversight
– Demonstrates proficient and comprehensive knowledge of institutional policies and procedures in determining course of action

Independence of Action:

– Works with minimal supervision on more difficult work assignments, conferring with supervisor on unusual matters
– May set priorities and organize work within general guidelines established by 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; may interact with other staff outside of area
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials that may be intended for distribution

• Comp Grade – 6
• Minimum – $42,100.00
• MidPoint – $51,600.00
• Maximum – $61,000.00