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HR Shared Services Analyst

Human Resources
WD30132772326 Requisition #

Primary Directive:


Responsible for providing inquiry and transaction support to employees, managers, HR Business Partners and HR professionals.  In a lesser extent, respond to inquiries from vendors, Centers of Expertise members, retirees and employee’s relatives.


The WFA Analyst main tasks/ responsibilities include, but are not limited to:

  • Responsible for providing Tier 1 assistance on HR-related inquiries to Johnson Controls employees across the Enterprise, including inquiry resolution and transaction processing.  Tier 1 may be assigned to one or more functional areas as part of their responsibilities and perform a variety of activities both front and backstage (first point of contact or transactional support).
    • Inquiry support for:
        • HR transactions
        • Employee, Job and Data changes
        • Compensation Changes
        • Requisitions
        • Special projects (eg: Salary Planning Tool)
        • LMS
    • General HR questions when employees are looking for policies and procedures.
    • Navigation support for Workday and Portal.
    • Escalation of security access to Portal to HR Technology Enablement (HR Atlas portal team).
    • Routing of calls to appropriate support owner when service is not provided by HRSSC (The Work Number, Help Desk, etc.).
    • Creation of Employment certification letters for HR to distribute
    • Provide Inquiry support for special projects (eg: Salary Planning Tool).
    • Follow up with Managers, HR and employees on pending transactions
  • Responsible for register the interaction with the caller and tracking the solution via the ticketing system Microsoft Dynamic CRM, when follow up or escalation to Tier 2 is required.
  • Accomplish the Call Management Framework & KPIs for calls and cases.
  • Provide support on simple data entry / data changes on employee records.
  • Perform basic transactional processing activities to support Tier 2 area:
    • Requisitions creation and follow up to approvals.
    • Update and maintain employee data in the HRIT/HRIM/Functional or system of record
    • Maintain employee personnel files for current and former employees
    • Provide assistance on employment verification requests
    • Perform other HRSSC related duties as assigned.

Education (technical and/or commercial)


  • Bachelor Degree in HR, Finance, Business or related field required

Job experience


  • Desirable 3 years+ working experience in a HR Service Center or HR operations
  • High English Proficiency (written and spoken), capable of delivering presentations and coordinating work teams in English. Other languages such as Mandarin, Korean and Japanese are desirable.
  • Excellent oral and written communication skills and interpersonal skills.
  • Ability to work in multiple activities and systems successfully and simultaneously.
  • Ability to understand and develop successfully partnerships with customers.
  • High Customer Service orientation.

Professional knowledge:


  • Desirable experience in core HR operations processes.
  • Desirable experience in Workday / Microsoft CRM Dynamics.


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