HR Service Delivery Expert Services Analyst - Costa Rica
Summary
The HR Service Delivery Expert Services Analyst provides Tier 2 HR support across the Americas, handling complex inquiries via ServiceNow, Workday, and ADP while maintaining employee records and collaborating with stakeholders to resolve issues and improve HR processes.
Job Description
The HR Service Delivery Expert Services Analyst supports employees, managers, HR Business Partners, Payroll, and other stakeholders across the Americas region. This role is responsible for delivering exceptional customer service, resolving complex HR inquiries, maintaining accurate employee records, and ensuring confidential and timely support.
Key Responsibilities
- Provide HR support through ServiceNow, email, and phone.
- Manage and resolve Tier 2 and escalated HR cases.
- Maintain employee records in Workday, ADP, and payroll systems.
- Deliver high-touch support for executives and senior leaders.
- Partner with Payroll, HRBPs, Legal, Global Mobility, and Centers of Excellence to resolve complex issues.
- Support annual compensation planning activities and HR operational processes.
- Research HR policies and transactions to provide accurate guidance.
- Cross-train across HR functions and provide backup support across the Americas region.
Qualifications
- Bachelor’s degree required.
- Fluent in English and Spanish; Portuguese and/or French are a plus.
- Minimum 4 years of experience in HR, Employee Services, Shared Services, Customer Care, or related fields.
- Experience with Workday and case management systems such as ServiceNow.
- Strong customer service, communication, problem-solving, and decision-making skills.
- Ability to manage sensitive information with professionalism and confidentiality.
- Strong attention to detail and ability to work in a fast-paced environment.
Required Skills:
Adaptability, Adaptability, Competency Management, Compliance Activities, Corporate Ethics, Customer Support, Data Analysis, Deductive Reasoning, Employee Development, Ethical Standards, Evaluate Information, HR Analytics, HR Shared Services, HR Systems Implementation, Human Resource Information Systems (HRIS), Human Resource Management, Human Resource Tools, Liaison Work, Logical Thinking, Maintenance Management, Openness to Change, Payroll Tax Compliance, Problem Analysis, Process Improvements, Project Management {+ 7 more}Preferred Skills:
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Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
RegularRelocation:
No relocationVISA Sponsorship:
NoTravel Requirements:
No Travel RequiredFlexible Work Arrangements:
HybridShift:
Not IndicatedValid Driving License:
NoHazardous Material(s):
N/AJob Posting End Date:
09/9/2026*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.