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What the myHR Service Center contributes to Cardinal Health: The myHR Service Center team is responsible for general employee inquiries, management & maintenance of employee data, and efficiency of HR data transactions and processes. Our mission is to drive frictionless experience by providing optimal solutions at the optimal moment via the optimal channel:
Cultivates a customer service culture while demonstrating empathy for the personal circumstances of employees
Uses knowledge of Global HR processes and technologies to initiate and/or complete escalated employee HR requests and inquiries specific to
Develops and maintains standard operating procedures for new and/or modified HR programs impacting employee data requirements
Operates within service level agreements
Identifies root cause, evaluates impacts and develops solutions for data and process breakdowns
Consults with and provides guidance to employees about company policy and program inquiries
Partners with other HR teams (Centers of Excellence (COEs), HRBPs, Advice and Counsel Center (ACC)), to ensure consistent, positive, employee experience
What the myHRSC operations team contributes to Cardinal Health: Responsible for optimizing the customer experience in the myHR ServiceNow portal through the management of knowledge and case technologies.
Role accountabilities:
Maintain myHR portal site content, in partnership with IT teams (including updating myHR banners)
Support HR ServiceNow system enhancement requirements gathering and testing process
Subject Matter Expert (SME) on ServiceNow myHR case management functionality
Ensure positive employee experience with myHR ServiceNow system – identify enhancements and changes to improve experience
Act as point of contact for the myHRSC team when defects or issues arise in the HR ServiceNow system
Liaison to technical teams (HRIS/HRIT) to report issues and test fixes
Provide support/maintenance of the HR knowledgebase housed in Service Now through partnerships with HR Center of Excellences (COEs)
Follow and maintain documentation standards for knowledge articles
Facilitate the review process for knowledge validation of new and expiring articles
Create/modify content based on SME and user feedback.
Define and operate within service level agreements
HR Process Acumen / Improvement:
Uses knowledge of HR processes and HR acumen to complete employee requests
Demonstrates strong knowledge of ServiceNow and is process improvement oriented
Customer Experience / Metrics:
Resolves escalated HR process and system inquiries
Report on knowledge usage
Compliance
Develop, update, and maintain process documentation and LWIs for area of responsibility
Follow and maintain documentation standards for knowledge articles
Qualifications:
Bachelors in related field, or equivalent work experience, preferred
2+ years’ experience with Service Now technology (or other case management system)
Critical eye for detail and appreciation for data accuracy and integrity
Uncompromising commitment to client and customer satisfaction
Effective ability to manage through technical processes collaboratively with cross functional teams
Proven successful ability to work effectively in a fast-paced environment, and effectively handle daily planned and unplanned operational activities
Strong verbal and written communication skills in order to effectively interact with both customers and team members
A Covid-19 vaccination or legitimate accommodation is required in order to be employed in this position. This includes either:
2 doses of the Moderna or Pfizer vaccine
1 dose of the Johnson & Johnson vaccine
Please Note: vaccines may be required for the position subject to federal, state and/or customer requirements
What is expected of you and others at this level
Applies working knowledge in the application of concepts, principles, and technical capabilities to perform varied tasks
Works on projects of moderate scope and complexity
Identifies possible solutions to a variety of technical problems and takes actions to resolve
Applies judgment within defined parameters
Receives general guidance may receive more detailed instruction on new projects
Work reviewed for sound reasoning and accuracy
Provindence Metro Area
Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
