Service Support Analyst L2 (HR)

Further your career at Ball, a world leader in manufacturing sustainable aluminium packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe!

Primary purpose of the position:
The HR Support team provides global support to employees by handling HR-related inquiries through multiple channels, including phone, email, and tickets submitted via ServiceNow. This role serves as a primary interface between HR and employees, ensuring a seamless and positive employee experience. The scope of responsibility aligns with the global HR support model and related processes under the direction of the HR Support Supervisor. Responsibilities include monitoring and prioritizing support queues, providing Level 2 HR support, maintaining and enhancing knowledge base articles, and improving self-service options such as service catalog enhancements and virtual agent/chatbot capabilities. Additionally, this role partners with the ITS Support Desk to mentor, coach, and train the team on Level 1 HR support functions, ensuring adherence to established processes and continuous improvement in service delivery.

Essential Responsible Areas:

1. Provide Level 1 and 2 HR support for a global workforce, assisting employees with HR-related inquiries and requests.
2. Adhere to all HR policies, compliance regulations, and best practices while handling sensitive and confidential information.
3. Monitor HR support ticket queues, ensuring timely resolution and adherence to service level agreements (SLAs).
4. Create and maintain HR self-service knowledge articles to improve employee access to information and reduce repetitive inquiries.
5. Identify opportunities for improving the HR service catalog and chatbot/virtual agent interactions to enhance self-service capabilities.
6. Collaborate with HR teams to ensure process alignment and identify continuous improvement opportunities.
7. Provide training, coaching, and mentoring to the ITS Support Desk to strengthen Level 1 HR support capabilities.
8. Review ticket trends to identify process improvements and ensure best practices are followed across HR support functions.
9. Assist the HR Support Supervisor in evaluating and enhancing HR support team performance.
10. Investigate and address process adherence issues, providing recommendations for optimization.
11. Investigates process adherence issues and dissatisfied customer surveys for opportunities for improvement.

Position Requirement & competencies:

Professional & Education Qualification

• Broad training in a related field usually acquired through high school
• Familiarity with HR systems, case management tools, and ServiceNow is preferred.
• Certifications/Licenses/Other:  HR-related certifications (e.g., SHRM-CP, PHR) are desirable.

Skills

• Proven focus in metrics-driven delivery: Meeting Service Level Agreements targets, assisting in the monitoring of SLAs for team success, helping enhance processes and training plans to improve team/organization SLA success rates. 
• Must be able to handle sensitive related and proprietary information in a confidential manner.
• Strong customer service and communication skills.
• Ability to handle sensitive HR-related and proprietary information confidentially.
• Proficiency in ticketing systems, process improvement, and HR case management.
• Ability to identify trends, suggest process enhancements, and support HR service delivery improvements

Knowledge

• General understanding of HR processes, policies, and global HR service models.
• Experience with knowledge management, self-service improvements, and HR case handling.
• Awareness of HR compliance and confidentiality requirements.

 Compensation & Benefits

-  Hiring Salary Range: $ xxx,xxx- xxx,xxx (Salary to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.)
-  [This role will be eligible to participate in the annual incentive compensation plan.]
- Ball includes a comprehensive benefits structure, Go to our career site and click "Total Rewards" to learn more.

Ball Corporation is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic.

When you join Ball you belong to a team of over 16,000 members worldwide. Our products range from infinitely recyclable aluminium cans, cups to aerosol bottles that enable our customers to contribute to a better world.

Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging.

Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.

Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.
No agencies please.

Job Grade: Global Grade 9