Askhr Assistant

Job Description

Delivers front-line HR support across the employee lifecycle, resolving the majority of inquiries at Tier 1 and escalating to Tier 2/Tier 3 when required with complete documentation. In this role, special attention is given to caring for each employee's experience, ensuring that interactions are handled with empathy, respect, and professionalism to foster a positive workplace environment. The role provides multi-channel support (portal, live chat, email, Teams meetings), maintains high data integrity in ServiceNow and Oracle HCM, and contributes to quality assurance, knowledge management, and continuous improvement across Global People Services.

Responsibilities

• Case Management & Resolution: Manage and resolve askHR cases across all channels, closing most at Tier 1 per SLAs. Accurately document and categorize cases, attach evidence, and escalate to Tier 2 only when necessary with complete context. Process Oracle employee demographic changes and validate documentation for compliance. Administer Educational Assistance/Tuition Reimbursement programs and provide Absence Management support, including corrections and data updates.

• Live Chat & Virtual Support: Provide rapid support via live chat, guiding employees to solutions or opening cases as needed. Conduct Teams meetings for complex issues and promote live chat adoption to enhance the employee experience.

• Offboarding Coordination: Oversee all offboarding tasks, monitor progress, follow up with stakeholders, and complete system updates (e.g., vacation payout) within SLAs.

• Quality Assurance: Perform weekly audits on cases to ensure global standards for documentation, categorization, SLAs, and communication. Share findings and track corrective actions.

• Seasonal/Cyclical Program Support: Provide additional coverage during peak periods (e.g., Open Enrollment) to minimize backlogs and support Tier 2 teams. Absorb extra workload from team members as needed.

• Systems & Data Integrity: Execute documented overrides in Oracle HCM and ServiceNow, ensuring compliance and audit trails. Support platform testing, defect logging, and release readiness.

• Continuous Improvement & Knowledge: Monitor ticket trends to identify and address process or knowledge gaps. Draft, update, and maintain knowledge articles for self-service and consistent handling.

• Collaboration & Cross-Training: Work with regional teams to balance workload and cross-train on processes. Assist with projects and help prevent team bottlenecks.

• Compliance & Privacy: Safeguard employee data, comply with the UL Solutions Code of Conduct, and follow all security protocols.

Qualifications

• Required Qualifications
• University degree in HR, Business Administration, or related discipline, or equivalent experience.
• 1–3 years of HR administration or HR shared services experience.
• Basic analytical skills; familiarity with HR policies and processes.
• Strong customer service and empathetic communication skills; ability to handle multiple channels simultaneously.
• Working knowledge of ServiceNow HRSD and Oracle HCM; exposure to bswift is a plus (US).
• Preferred Qualifications
• Experience with live chat support and case QA reviews.
• Experience in UAT/DEV testing, defect logging, and release readiness.
• Demonstrated ability to write/edit knowledge articles and process documentation.

Job Info

• Job Identification 9140
• Job Category Human Resources
• Locations Guangzhou, Guangdong, China China