Human Resources Service Advisor – (Gaithersburg, MD) - Gaithersburg, MD | Biospace
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Human Resources Service Advisor – (Gaithersburg, MD)

AstraZeneca Pharmaceuticals LP

Gaithersburg, MD
Posted Date:
Position Type:
Full time
Job Code:
Required Education:
Bachelors Degree
Areas of Expertise Desired:

Job Description

Location: Gaithersburg,
United States
Job reference: R-010496

Posted date: Jul. 07, 2017

At AstraZeneca every one of our employees makes a difference to patient lives every day. Each and every one of us believes that science has the ability to change lives and that to deliver this takes many people with many skill sets. When we deliver a life-changing medicine, that success comes from the combined efforts of all of our people. As a Human Resources Service Advisor, in Gaithersburg, MD, you’ll play a pivotal role in channeling our scientific capabilities to make a positive impact on changing patients’ lives.

Main Duties and Responsibilities

R Advisor pro
ry th
gh delivering a quality and trusted HR advisory service through every customer interaction, and res
glow to medium complexity
d is
s in re
ct ofvarious global and local HR policies and processes as defined in the Global HR Services Service Catalogue

In this exciting role, you will have the opportunity to provide a trusted and quality HR advisory service by resolving low to medium complexity HR queries and issues in respect of various global and local HR policies and processes, as defined in the Global HR Services service catalogue, while utilizing Knowledge Base to manage all incoming call center queries that can be resolved during phone call or that require basic investigation to provide resolution; proactively utilize all resources and technology available. For activities under the HR Services scope, the HR Advisor is responsible for updating / processing HR data accurately to ensure a compliant, accurate database in Workday and sending relevant information to Payroll (to ensure that Workday and Payroll data is aligned and accurate), maintaining accuracy of the country specific knowledge base for HR Advisors – e.g. FAQs, HR Services policies, tipsheets etc, and making efficient use of HR technology to support day-to-day activities and the delivery of a positive and engaging customer experience. You will manage and utilize all supported channels (phone, email, case management, employee self-service portal, chat feature, postal mail) to ensure timely responses and ensure achievement of internal service level agreements. For example, use ticketing tools (ServiceNow) to effectively log and track queries and, based on insights from day-to-day activities, propose potential changes or enhancements to MyHR content and local knowledge base documentation (e.g. FAQs, tipsheets). You will need to adhere to the governance model as defined by the Global HR Services organization, ensure service related activities are of the correct quality and in accordance with written procedures and current legal requirements / internal standards, and raise issues in a timely manner and escalate appropriately so resolution is found and service quality is not impacted. You’ll need to take actions to advocate and drive employee self-service solutions and intranet as a key resource, proactively identify process improvement opportunities, participate in root cause analysis activities when required, and identify initiatives / good practice which could be scaled more broadly (i.e. across countries) and inform the Service Delivery Manager Work with Global HR Services colleagues to actively listen to and propose improved ways of working and work with relevant stakeholders to translate into actionable change.

This would also be an ideal opportunity for a recent college graduate, who majored in Human Resources, or completed HR related internships.


Essential Requirements

  • Minimum two years of experience of general HR or payroll
  • Experience of working in a customer service environment and of having worked in a technology driven environment
  • Ability to prioritize activities and multi-task in order to meet goals and deadlines
  • Work collaboratively, as part of a team
  • Able to work independently and take accountability for the quality of personal outputs and success
  • Excellent communication skills
  • Fluent spoken and written English and local language
  • Demonstrated strong interpersonal, service minded, verbal (phone) and written communication, as well as active listening skills to handle a volume of inbound inquiries from employees/customers; position continually requires demonstrated poise, tact and diplomacy
  • Demonstrated ability to maintain confidential information
  • Detail orientated
  • Establish positive relationships throughout HR and with process partners
  • Demonstrated ability to use Microsoft Office products (Word, Excel, Outlook, PowerPoint, SharePoint, etc.)
Desirable Requirements
  • Previous experience in working in a service desk function
  • Experience in using of query ticketing tools / CRM solutions
  • HR degree or equivalent
  • Payroll experience
  • Possesses knowledge of AZ HR systems (Workday and AZengage experience is a plus)
  • Knowledge in country HR legislation, AZ policy and processes
  • Practical experience providing HR advice via e-mail or phone
  • Ability to quickly learn and work in a cloud-based solution

Next Steps – Apply today!

To be considered for this exciting opportunity, please complete the full application on our website at your earliest convenience – it is the only way that our Recruiter and Hiring Manager can know that you feel well qualified for this opportunity. If you know someone who would be a great fit, please share this posting with them.

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law. AstraZeneca only employs individuals with the right to work in the country/ies where the role is advertised.