Tier1 Specialist

About the job

The People & Culture Operations team at NAB India manages a diverse set of transactions ranging from Tier 1 colleague queries to managing colleague data on Workday. The Tier1 Specialist serves as the first point of contact for employees seeking assistance with P&C related queries and issues. This role is responsible for delivering timely, accurate, and empathetic support while ensuring compliance with organizational policies and service-level agreements. Leveraging ServiceNow, the specialist will manage and resolve cases efficiently, maintain accurate records, and contribute to continuous improvement of HR processes through data insights and feedback. Essential capabilities • Strong knowledge of HR policies and procedures. • Proficiency in ServiceNow HR Service Delivery modules. • Excellent communication and problem-solving skills. • Ability to work in a fast-paced, service-oriented environment. • Exposure to systems like Workday, ADP • Experience in driving automation and process simplification projects. • Knowledge on maintenance of Knowledge articles on ServiceNow. • Should be adept at writing and reviewing P&C Operations related Sop. Requirements • Graduation - Business/Human Resources (Preferred) • 6-10 years of relevant experience • Worked in a high volume/complex contact centre/operations environment • Prior experience of working on HR Helpdesks • Prior experience of working on ServiceNow Key Accountabilities • Serve as the primary contact for employee HR queries via Tier 1 helpdesk channels. • Provide accurate and timely responses on HR policies, procedures, and systems. • Utilize ServiceNow to manage, track, and resolve cases efficiently. Ensure compliance with data privacy and HR governance standards. • Escalate complex or sensitive issues to Tier 2 or specialist teams promptly. • Maintain high levels of customer satisfaction through proactive communication and empathy. • Identify recurring issues and recommend process improvements. • Support HR initiatives and contribute to knowledge base updates for self-service.

Qualifications

• Graduation - Business/Human Resources (Preferred)

About the company

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