Employee Support/Help Desk Specialist

WHY DO WE NEED YOU?

The Employee Help Desk Support Specialist serves as the first point of contact for employees who have questions around general Human Resources and payroll inquiries and will provide timely and accurate support through a centralized ticketing system. The Specialist should be a confident, customer service-oriented individual who can deliver clear and professional customer service support. This role focuses on resolving routine CHORUS (Workday), HR and Payroll questions, processing standard transactions, prioritizing and assigning severity of requests, escalating non-standard issues to SMEs. The Specialist will need to ensure a consistent employee experience by following established policies, procedures, and service level agreements (SLAs) for both deskless and desk-based populations.

• Main areas of focus for the Help Desk are:
  • Employee Support & Case Resolution
    
    
    • Receive, document, and respond to employee HR and Payroll inquiries submitted through the HR ticketing system (HR Service Now) including payroll and timekeeping, leave of absence initiation, HR systems and self-service tools, benefits and program
  • Ticket Management & Escalation
    
    
    • Accurately log, categorize, prioritize, and track cases in the HR Service Now platform
  • Resolve routine and transactional inquiries independently using documented procedures and knowledge articles
  • Identify issues requiring additional expertise and escalate cases appropriately to Tier 2 teams
  • Monitor case status and follow up to ensure timely resolution within defined SLAs
  • Continuous Improvement/Process Efficiency
  • Apply critical thinking and root cause analysis to identify patterns in incoming questions and recurring employee issues.
  • Evaluate inquiries and data trends to recommend process, system, or workflow improvements.
  • Partner with HR, HRIS, Communications, and site teams to streamline information and reduce repeat “hot topic” inquiries.
  • Knowledge Management and Process support
  • Utilize HR knowledge base articles and standard operating procedures to resolve cases
  • Promote employee self-service by directing users to available tools and resources when appropriate
  • Maintaining Compliance & Quality Standards
  • Adhere to company policies, data privacy standards, and applicable employment regulations
  • Follow established HR service delivery processes and quality guidelines
    
    
    • Support audits, reporting, or data requests as required

This role requires balancing the diverse projects and initiatives of the Employee Experience team. It supports the Employee Value Proposition and demands collaboration with stakeholders at all levels of the organization

• Bachelor's degree in human resources, organziation development, business, or other related field is preferred
• 2+ years human resources experience, preferably supporting salary and hourly populations
• Ability to handle confidential information is a MUST
• Knowledge of HR and related government policies is required
• Strong written and verbal customer service/communication skills is required
• Ability to work independently with the ability to prioritize and manage multiple cases, while meeting deadlines in a high volume fast paced environment
• Experience with HRIS, preferably Workday
• Experience with HR ticketing system, HR Service Now, preferred
• Bilingual with English and French Canadian or English and Spanish strongly preferred

Certain locations require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the national pay range for this position which is $60,500 to $94,500 per year. However, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.


In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 8% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $65,340 to $102,060. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.

Employees have the flexibility to choose the benefits that best fit their individual needs.

Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.

• • Medical, Prescription Drug, Vision, and Dental Insurance
  • Healthcare Saving Account and Flexible Spending Account options
  • LiveWell Wellness Program
  • Employee Assistance Program (EAP)
  • Paid Time Off and Paid Parental Leave

Retirement and Protection - Helping to make the future life you want a reality.

• • 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
  • Company-provided Life Insurance, AD&D, Short-Term Disability
  • Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and Accident Insurance

Additional Benefits – Helping shape the experience and impact you want

• • Commuter Benefits
  • Group Legal
  • Identity Theft Protection
  • Auto and Home Insurance
  • Pet Insurance and Discounts
  • Back-up Child & Elder Care
  • PerkSpot Employee Discount Program

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at [email protected].