Business Support Center Representative
Position: Business Support Center Representative Location: New York, NY 10017 Duration: November 16, 2026 – April 19, 2027 Schedule: Monday–Friday, 37.5 hours/week, 7.5 hours/day, with additional scheduled go-live weekend shifts Pay Rate: $22/hr. Additional Requirements / Schedule Notes Shift: 8:00 AM–4:00 PM or 11:00 AM–7:00 PM. Work Arrangement: Remote during November–December, 100% onsite during January–February for go-live/ hyper care, likely transitioning back to remote in March. Candidates must be flexible to work onsite when business or project needs require. Go-Live Availability: Must be available to work December 31, January 1, January 2, January 3, January 9, and January 10. Employment Type: Contract assignment supporting a Workday ERP implementation and go-live.
Requirements
Required Education High school diploma or GED. Required Experience & Skills Customer service experience and/or aptitude. Case management and inquiry resolution. Professional communication with employees and managers by phone, email, and direct interaction. Accurate documentation, data entry, issue tracking, and follow-up. Ability to learn HR business processes, policies, procedures, and applications. Preferred Experience Less than 2 years of experience in a business environment. Preferred Education Associate’s degree or certified vocational training in Human Resources or Communication. Additional Skills Workday HCM platform and Workday ERP HR operations and transaction support Recruiting and employee/manager self-service Payroll, benefits, absence, performance management, finance, and compensation HR knowledge base content and policy/procedure updates Regulatory and compliance changes Process improvement and testing system enhancements
Responsibilities
Provide Tier 1 support for employee inquiries received by telephone, email, service requests, and direct interaction, focusing on first-touch resolution. Support Workday ERP implementation activities and the existing Workday HCM platform, including user inquiries, transactions, and ticket resolution. Document cases, identify appropriate actions, troubleshoot issues, and escalate complex or unfamiliar problems to Tier 2 support when necessary. Use call scripts, knowledge base resources, and computerized systems to resolve inquiries and track issues. Guide employees and managers toward self-service tools and HR knowledge resources. Support day-to-day HR processes related to recruiting, employee and manager self-service, absence, performance management, benefits, payroll, finance, and compensation. Process Workday transactions, perform data entry, follow standard operating procedures, and conduct proactive follow-up communications. Collaborate with HR, Finance, IT, Supply Chain, Research, HR Business Partners, and other stakeholders to resolve issues and support business processes. Help develop and maintain HR knowledge base content and stay current on system functionality, policies, procedures, and regulatory changes. Provide status updates, identify recurring issues, and recommend process improvements. Assist with testing enhancements to HR applications and related processes, evaluating their impact on employees, managers, and HR operations. Train new HR Resource Center Representatives and perform other related duties as assigned. Additional Information English proficiency required for reading, writing, and speaking.