Job Description Grace is seeking an HR Helpdesk Specialist to join our HR Operations team! This role reports to the HR Operations Supervisor located in Manila, Philippines. The HR Helpdesk Specialist will be primarily responsible for executing established policies and processes, escalating complex issues to the L2/ CoE for assistance with resolution; providing support to the global user community; and performing data audits to ensure accurate information is consistent in the HR systems. Responsibilities HR Helpdesk Manage the case management tool for the HR Service Desk by processing tickets/ requests within the Tier 1 scope and escalate complex tickets/ requests in accordance with the agreed Service Level Agreement and service delivery structurePerform TalentOne data audits and data monitoring activities for other HR Teams to ensure accurate data in the HR systemsSupport the global user community - employees, managers, and local HRs on inquiries and processes related to their TalentOne Direct AccessImprove efficiency and user satisfaction by proactively seeking opportunities to optimize and improve existing processes and tools; and partnering with the CoEs and the HR communityCreate and update work instructions for assigned tasks and processesWork with the CoEs to ensure that the knowledge base is updated and accurate and deliver accurate information to the global user communityLead/ particilate in the routine meetings between CoE and HR Service Desk to discuss operations and performance against set SLAsProvide reports for management use, and internal or external audits. Ensure compliance with audit requirements for internal and IT controls and data privacy policy Support and participate in SuccessFactors project implementation including user acceptance testing and other duties as assignedServe as backup for other HR Operations processes Required Qualifications Bachelor's Degree in Business, Human Resources or equivalentAt least 4 years of relevant work experience in a global Shared Services environment preferably supporting North American and European regionsAmenable to work on a rotating shift/ night shift and Philippine holidaysStrong analytical and problem-solving skills to quickly ascertain and concisely report problemsAbility to work with confidential informationTechnical aptitude and learning capacityStrong customer orientationStrong verbal/written communications Preferred Qualifications At least 1 year of SuccessFactors experienceAt least 1 year of Case Management Tool handling, ServiceNow experience preferredStrong technical skills and experience with SharePoint, MS PowerPoint, WordAbility to build strong working relationships with internal clients at all levelsExcellent communication skills, good attention to detailsIntercultural awareness skills needed for interaction with global internal clientsAbility to manage multiple priorities required and adjust to rapidly changing prioritiesResults drivenTeam player Benefits Guaranteed 14th month PayAbove-market Retirement Plan DesignLinkedIn Learning AccessEstablished Performance Incentive ProgramHMO coverage for employees on day 1 (with pandemic coverage)Free HMO coverage for up to 3 qualified dependentsEducational Assistance Dignified Workplace Commitment: Grace is committed to providing a dignified and inclusive work environment for all employees and welcomes and encourages diversity. This means that all employees are entitled to be treated in a respectful, professional, and inclusive manner, regardless of gender, race, ethnicity, sexual orientation, disability, religion, or any other aspect of their identity.