SBS Global Employee Services Support Hub Analyst

Job Description
The Analyst is responsible for documenting, investigating, and resolving common employee issues within established Service Level Agreements (SLAs). This role requires strong customer service skills, attention to detail, and the ability to follow defined procedures within HR systems such as Dayforce, UKG, Oracle HCM, and case management platforms such as ServiceNow. SBS ES Analysts contribute to knowledge-base improvements, identify recurring issues, and support the overall efficiency of the SBS ES Support Hub.
Responsibilities
Employee Support, Case Management & Issue Resolution
Serve as the initial point of contact for Tier 0 and Tier 1 inquiries related to HR, Time & Attendance, Payroll, and general employee services
Accurately triage questions and resolve issues using established knowledge articles, standard operating procedures, and case-handling workflows
Maintain required SLAs for response time, resolution time, quality, and customer satisfacti...