P500-HR Service Desk Analyst.

Purpose:

The HR Service Desk Analyst II is a senior-level member of Afni’s HR Service Desk team, responsible for delivering high-quality, end-to-end support for HR inquiries and processes. In addition to performing all Tier 1 HR Service Desk functions, this role handles more complex cases within the Tier 1 scope, mentors junior team members, and plays a key role in driving process improvements. The Analyst II partners with the HR Service Desk leadership and the Center of Excellence (COE) team to identify cross-functional opportunities and implement enhancements that elevate the employee experience and operational efficiency.

Essential Functions and Responsibilities:

• Provides first-line HR support for employees across all business units and geographies, including complex or escalated HR Tier 1 cases.

• Process complex HR cases within the HR Tier 1 scope from end to end, ensuring timely and accurate resolution.

• Analyze HR cases in the absence of defined SOPs to determine the best course of action for resolution.

• Escalate issues outside Tier 1 scope to the appropriate HR teams or leadership.

• Mentor and train HR interns and HR Service Desk Analyst I team members, supporting their development and onboarding.

• Collaborate with the Center of Excellence (COE) team to identify and implement cross-functional process improvement initiatives.

• Lead or contribute to the implementation of new processes and enhancements within the HR Service Desk.

• Identify gaps in knowledge base content and initiate or request the creation of new articles.

• Stay current on HR best practices, policies, and industry trends to ensure service excellence.

• Support the improvement of key service metrics and employee satisfaction.