HR Case Administrator, Forms/Workflow
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Job Description
Senior Associate providing L2/L3 support for HRSD modules at Elfonze Technologies. Manage and resolve HR cases and streamline end-to-end HR processes in a remote setting.
Responsibilities:
- Provide L2/L3 support for UKG HRSD modules (case management, knowledge base, employee service portal)
- Manage and resolve HR cases, service requests, and escalations in line with defined SLAs
- Configure and maintain HR forms, workflows, and approval processes
- Create, update, and govern knowledge articles to improve self-service and case deflection
- Monitor and improve HR service delivery metrics (case volumes, resolution time, backlog)
- Ensure data accuracy, audit readiness, and compliance (PII/PHI handling)
- Collaborate with HR, payroll, and IT teams to streamline end-to-end HR processes
- Support integration touchpoints with HRIS and downstream systems
- Participate in transition, knowledge transfer, and documentation uplift from incumbent vendor
- Identify opportunities for automation, standardization, and continuous improvement
Requirements:
- 4–8+ years of experience in HR Service Delivery / HR Operations / HRIS support
- Hands-on experience with UKG HR Service Delivery (or similar platforms like ServiceNow HRSD)
- Strong understanding of: HR case management and shared services model
- Knowledge management and content governance
- HR workflows, forms, and process automation
- Experience working in ticketing tools and SLA-driven environments
- Familiarity with HR data privacy, security, and compliance (PII/PHI)
- Strong analytical, problem-solving, and stakeholder communication skills
Benefits:
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Remote work options
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