Job Summary
The Specialist, HR Admin is a frontline HR Operations team member responsible for delivering responsive, accurate, and professional support to Motion employees, managers, and HR partners across North America. The role serves as a primary point of contact for HR inquiries and requests, assists customers with Workday navigation and HR processes, and completes assigned employee lifecycle and administrative transactions accurately and on time. Responsibilities span case management, pre-employment and onboarding support, employee and position data changes, employment and income verification, unemployment administration, records support, and other assigned HR services. The Specialist documents and manages requests in ServiceNow, uses approved knowledge and procedures to resolve questions at the earliest appropriate point, safeguards confidential employee information, and escalates complex or sensitive matters when needed. Working in a high-volume shared services environment, the Specialist combines superior customer service, attention to detail, sound judgment, and reliable follow-through to create a consistent employee and manager experience.
Key Responsibilities
Frontline Customer Service
· Serve as a primary point of contact for employee, manager, and HR partner inquiries received through phone, email, ServiceNow, or other supported channels.
· Deliver professional, responsive, and service-focused support while demonstrating active listening, sound judgment, clear communication, and reliable follow-through.
· Use approved policies, procedures, knowledge articles, and job aids to answer general HR questions and resolve requests at the earliest appropriate point of contact.
· Assist employees and managers with Workday navigation, employee and manager self-service, forms, policies, and other HR resources without completing actions that remain the customer’s responsibility.
· Explain requirements, next steps, expected timing, and request status clearly, and refer or escalate complex, sensitive, or out-of-scope matters through established channels.
Case & Request Management
· Create or update a ServiceNow case for each supported inquiry or request, accurately documenting the issue, actions taken, required information, resolution, and customer communication.
· Own assigned cases through resolution or appropriate handoff, ensuring timely follow-up, accurate routing, and adherence to service-level expectations.
· Review assigned work queues and priorities, address aging items, and communicate barriers, recurring issues, or emerging risks to the manager.
· Coordinate with HR Operations, Payroll, Benefits, Leave, Talent Acquisition, People Systems, HR partners, and other teams to support connected and timely resolution.
· Protect employee privacy and maintain the confidentiality and security of personal, employment, payroll, and business information.
Employee Lifecycle Transaction Processing
· Process assigned employee lifecycle and HR administrative transactions in Workday and related systems accurately, completely, and within established turnaround times.
· Support pre-employment and onboarding administration, including required approvals, background checks, drug screens, onboarding activities, and status communication to the appropriate stakeholders.
· Process employee and position-related changes, including hires and rehires, pay, job, location, status, transfer, termination, organization, and position-management updates within assigned authority.
· Validate requests and supporting documentation against approved procedures, required approvals, data standards, and control requirements before processing.
· Perform transaction checks and follow established controls to maintain data integrity and support accurate downstream payroll, benefits, reporting, access, and compliance outcomes.
· Identify missing, conflicting, or unclear information and work with the requestor or appropriate partner to resolve issues before processing.
HR Administration, Records & Compliance Support
· Escalate exceptions, adverse or unclear screening results, policy questions, data concerns, or compliance risks to the appropriate manager or subject-matter expert.
· Support HR partners with approved reports, documentation, projects, and administrative requests within the defined scope of HR Operations.
· Prepare or distribute assigned operational reports and transaction information accurately and on schedule.
· Compile, retain, and provide employee or transaction documentation in accordance with approved procedures, records requirements, and audit controls.
· Complete assigned employment and income verification, unemployment administration, employee records, state-required documentation, audit support, and other recurring HR administrative activities.
Knowledge, Quality & Continuous Improvement
· Maintain current working knowledge of assigned HR policies, employee lifecycle processes, Workday transactions, ServiceNow practices, and available self-service resources.
· Follow standardized procedures, scripts, templates, quality requirements, and control steps to provide consistent service and processing.
· Identify recurring questions, transaction errors, process gaps, knowledge deficiencies, or system-navigation challenges and share trends with the manager.
· Recommend practical improvements to procedures, knowledge articles, forms, routing, self-service guidance, and customer communications.
· Participate in training, cross-training, calibration, quality reviews, testing, and team knowledge-sharing activities.
· Build effective working relationships with teammates, managers, HR partners, and other service teams to support timely and connected resolution.
Qualifications
· High school diploma or equivalent required; associate or bachelor’s degree in Human Resources, Business Administration, or a related field preferred.
· 2+ years of experience in HR administration, customer service, a contact center, shared services, transaction processing, or a related service environment.
· Demonstrated experience with accurate data entry, employee records, administrative processing, or HR transactions.
· Demonstrated ability to deliver high-quality customer service in a fast-paced, high-volume environment.
· Strong verbal and written communication skills, including active listening, professional email communication, clear process explanation, and accurate case documentation.
· Strong attention to detail, organization, time management, follow-through, and ability to manage multiple cases, transactions, and deadlines with limited supervision.
· Sound problem-solving and judgment, including the ability to determine next steps and recognize when an issue requires escalation.
· Ability to handle confidential information with discretion and follow established privacy, security, compliance, and records requirements.
· Proficiency with Microsoft Office, especially Outlook, Excel, and Word, and comfort learning HR, case-management, knowledge, and self-service technologies.
Preferred Qualifications
· Experience with Workday HCM, including employee self-service navigation, employee data transactions, or position management.
· Experience with ServiceNow HR Service Delivery or a comparable case-management and knowledge platform.
· Experience working in HR Operations, an employee service center, a contact center, or a shared services organization.
· Experience supporting pre-employment screening, onboarding, unemployment administration, employment verification, HR records, payroll-related inputs, or audit requests.
· Working knowledge of employee lifecycle processes, HR policies, data standards, and service-delivery practices.
· Experience supporting employees, managers, or HR teams across multiple locations or jurisdictions.
· Bilingual English and Spanish or English and French capabilities, where aligned to business and customer needs.
Leadership Expectations
· Put the customer at the center of each interaction and take ownership for reliable follow-through.
· Work collaboratively, communicate proactively, and contribute to a positive and accountable team environment.
· Follow established processes while raising opportunities to improve service, quality, and efficiency.
· Demonstrate accuracy, discretion, dependability, learning agility, and respect in daily work.
· Use good judgment, seek guidance when needed, and protect the integrity of employee information.
Physical Demands / Working Environment
· Work is performed in a professional office or hybrid environment and requires the ability to operate standard office and contact-center equipment. The role may require extended periods of computer and telephone use and adherence to established schedules and coverage requirements.
COMPANY INFORMATION:
Motion offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick, and holiday pay.
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