Support Coordinator at The Computer Merchant, LTD.

 About the Role:Reporting to the Manager, People Insight, this role is responsible for delivering first line HR advice and services to the Dow Jones business. You will deliver quality, effective and timely HR advice and case management support to internal customers as a team member through a ticketing platform, face-to-face, phone and email support providing excellent HR customer service to employees across the company.*This role will follow a hybrid schedule- 2 days WFH, 3 days in NYC officeAbout the Team:The People Connect team centralizes all our People Operations globally. As an extension of the HR Business Partner team, this team is critical to an excellent employee experience. The People Connect team is a strategic enablement partner that serves as the foundation to the People function at Dow Jones, setting high standards, establishing processes and applying best practices. We drive self-service and resolution to HR related queries and own the employee experience throughout the entire employee lifecycle.Capabilities:● One HR - a clear focus on delivering business outcomes through harnessing the whole HR function's capabilities and being a strong role-model for the team● Decision making - evaluating information to make sound decisions and to drive reliable long term and sustainable operations● Experience assessing, interpreting, and judging information or situations, and formulate recommendations or deliver a service, based on the findings● Customer and relationship management skills● Ability to deliver outputs within agreed timeframes● Communication skills with the ability to clearly articulate the HR operating model to individuals● Continuous improvement mindset Technical Competencies:● Know the business - knowledge and understanding of the business and our strategy● Knowledge of a Human Resources Information system● All baseline employment related legislation and company policies, procedures and systems● Systems expert - complete employee transactions across multiple HR systems, ensuring that the centralized HCM (Workday) remains the source of truth and accurate Experience:● Demonstrated experience in a systems/process Human Resource role (a plus)● Experience in a fast-paced large complex organization● Previous experience of utilizing an integrated Human Resources Information System (a plus)● Experience utilizing a ticketing system (ServiceNow) (a plus)● Union related experience (a plus)No degree necessary, but BS in HR or Business Management a plusDrivers:● Ability to work under pressure● Achieve successful outcomes on complex issues● Make decisions in a calm and considered manner● Think ahead and prevent issues, proactively driving improvement● Model and actively work in a culture of achievement;● Ambition to learn and grow within the function/team and continuous learning mindset● Detail oriented, have an embedded need for complete accuracy in any work

  Accountability and Responsibilities:● Provide high-quality trusted first line HR advice and service to all employees on all HR employee life cycle related enquiries including:● Onboarding● Offboarding● Workday transactions● Invoices● Contingent workers● General employee queries● Time off queries● Support with self-service and advice the resolution of HR related queries● Establish internal working relationships and support People team members and COEs (i.e. Benefits team, Payroll team)● Support us with a customer-oriented mindset and ways of working in the People Connect function and reinforce the organizational culture● Provide support to the implementation and delivery of HR programs and processes to meet agreed outcomes● Conduct and complete regular data audits to ensure data integrity in all activities● Support the successful implementation of the self-service model for HR via a ticketing platform● Set high standards, establish processes and apply best practice to deliver an excellent customer experience● Provide support and share expertise and knowledge with People team members● Operate as a strong contributor to the HR team, role modeling Dow Jones values● Advice employees on available HR self-service tools to guide efficiency and customer satisfaction● Provide an excellent customer experience and deliver to defined Service Level Agreements (SLAs)● Help internal customers interpret and understand HR policies and tactically navigate HR systems and tools.