Solution Center Analyst, Benefits and Wellbeing

The Solution Center Analyst, Benefits and Wellbeing provides specialized tier 2 transactional support, resources, and solutions. This position is responsible for handling benefits transactions, managing complex cases, and providing escalated support for employee inquiries, with further escalation to tier 3 centers of expertise as needed. The incumbent will collaborate with managers to develop and maintain an infrastructure that optimizes service delivery (e.g., standard operating procedures, responsibility assignment matrices).

The Solution Center Analyst, Benefits and Wellbeing also monitors service delivery metrics, workload management, and adherence to service level agreements. The role may serve in a specialty area of HR (e.g., leaves of absence, benefits, and wellbeing), leveraging subject matter expertise to author knowledge articles that support first-tier resolutions and employee self-service. This position also champions the university’s vision, culture, and values.

Job Responsibilities:

• Processes HR transactions accurately and efficiently. Prioritizes incoming needs from employees based on urgency and level of effort to provide top-level customer support. Discerns next steps toward resolutions, escalating complex requests for additional support as needed. Maintains attentive and responsive lines of communication to keep the team and management informed of individual progress and challenges and to receive the latest updates.

• Understands a broad spectrum of HR processes, policies, and procedures. Distills complex human resources information to provide clear, efficient, and courteous support to employees reaching out to human resources with general questions. Maintains organized records of employee cases, diligently following up and resolving cases in a timely manner. Completes case documentation in a timely manner, adhering to all HR service level agreements (SLAs).

• Expands HR knowledge through continuous learning opportunities. Supports the development of knowledge articles and helpful information to process specialized transactions. Solicits constructive feedback and insights from managers and proactively incorporates recommendations for continuous improvement of work and HR service.

• Leverages experience from daily operations to refine and monitor SLAs with key stakeholders. Proactively runs reports to analyze data and identify trends in cases to help inform systems and process improvements.

• Supports strategic goals set by the team, department, and university. Mentors lower-level staff. Encourages a workplace culture where all employees are valued, value others and have the opportunity to contribute through their ideas, words, and actions, in accordance with the USC Code of Ethics.

Preferred Qualifications:

• Bachelor’s degree in business, psychology, communications, or other related fields.

• Five years’ experience in human resources, customer service and/or higher education.

• Demonstrated experience with case management systems and HR software (e.g., ServiceNow, Workday HCM). Excellent conflict management skills, able to defuse difficult situations.

• Experience developing guidelines, policies, documentation, and procedures.

• Ability to interpret and apply pertinent rules and regulations and identify and implement continuous process improvements.

• Experience analyzing large datasets and reporting and presenting findings.

Minimum Qualifications:

• Bachelor's degree

• Three years’ experience in human resources and/or customer service.

• Experience in a HR service center or as an HR generalist.

• Demonstrated data entry skills and proven words- per-minute speed.

• Excellent written and oral communication skills, able to maintain a consistently positive attitude and courteous phone and email tone.

• Proven strategy, organization, creative and analytical skills.

• Demonstrated sound judgment, with the ability to work independently and proactively and make decisions with minimal supervision.

• Demonstrated interpersonal skills and the ability to exercise discretion with confidential information.

• Extensive experience working on teams, able to ask for help and provide support and guidance as needed on projects.

• Experience working in fast-paced environments with rapidly changing priorities, able to triage requests and inquiries and route them to appropriate parties.

• Proficiency with Microsoft Office.

Compensation and Benefits

The budgeted salary range for this position is $75,193.65-$90,176.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer alignment, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

To support faculty and staff well-being, USC provides benefits-eligible employees with a broad range of benefits and perks to help protect their and their dependents’ health, wealth, and future. These benefits are available as part of the overall compensation and total rewards package. You can learn more about USC’s comprehensive benefits here.

Minimum Education: Bachelor's degree Combined experience/education as substitute for minimum education Minimum Experience: 3 years Minimum Field of Expertise: Three years’ experience in human resources and/or customer service. Experience in a HR service center or as an HR generalist. Demonstrated data entry skills and proven words-per-minute speed. Excellent written and oral communication skills, able to maintain a consistently positive attitude and courteous phone and email tone. Proven strategy, organization, creative and analytical skills. Demonstrated sound judgment, with the ability to work independently and proactively and make decisions with minimal supervision. Demonstrated interpersonal skills and the ability to exercise discretion with confidential information. Extensive experience working on teams, able to ask for help and provide support and guidance as needed on projects. Experience working in fast-paced environments with rapidly changing priorities, able to triage requests and inquiries and route them to appropriate parties. Proficiency with Microsoft Office.