What are the responsibilities and job description for the People Advisor position at Splunk?
The People Advisors act as the first point of contact for clients. Our goal is to support our clients by providing them with quick, friendly and accurate information in relation to all People services, policies, practices and systems, allowing our clients to focus on what matters most to them! Advisors provide global client support, working directly with employees and managers.
Areas of Responsibility
- Queue Management
- Provide guidance to employees and managers on People related policies, practices and processes, as well as core People programs.
- Answer inquiries in the ServiceNow HR queue, including educating and/or assisting employees and managers about self-service capabilities.
- Responsible for managing, closing and reporting progress on inquiry resolution.
- Manage client expectations on SLAs.
- Able to manage responses with communication savvy.
- Know when to escalate issues to People Consultants for additional support and resolution.
- Process Improvement
- Work with other SPOT teams, as well as with the People Solutions team to address root cause analysis and improve systems, tools and processes.
- Work with COEs and stakeholders to update and review policies, practices, and tools in order to support and enhance self-service with the focus on continual improvement of support to clients.
- Establish productivity metrics, for example: time and quality of resolution, client satisfaction, etc.
Experience
- Minimum 4 years of experience in client facing role
- Ideally has worked in HR and/or has demonstrated commitment to the field (e.g. HR focused degree)
- Exceptional client service skills (written/oral communication, empathy, results oriented) with a continuous improvement mentality
- Skills in Microsoft Office and Google Suite; Workday and Service Now highly preferred
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