The Commonwealth of Massachusetts Executive Branch is one of the state's largest employers with over 42,000 employees that span nine (9) secretariats and 70 agencies. From Accountants to X-ray technicians with hundreds of titles in between, we are one employer with many career opportunities. The Commonwealth is looking for leaders, thinkers, creators and innovators. We are a diverse workforce that reflects the diverse population that we serve. The mission of the Human Resources Division (HRD) is to attract, develop and retain a high performing workforce in order to ensure the delivery of constituent services across the Commonwealth. The Commonwealth also offers a competitive total rewards package, a diverse and inclusive culture, and a chance to serve. We share a commitment to making Massachusetts a great place to live, work and raise a family – while delivering a customer-service oriented state government that is as hard-working as the people of the Commonwealth. The MassHR Employee Service Center is a customer service driven organization that provides a single point of contact for the Executive Offices within the Commonwealth of Massachusetts. We currently provide services pertaining to SSTA, MassCareers support, MassAchieve, MassPerform, Tuition Remission processing, and Extended Illness Leave Bank (EILB) open enrollment. Duties and responsibilities: · Communicates with internal and external customers with a goal of achieving first call resolution for HR inquiries. Work may be performed in a call center environment working from an assigned queue of contacts (e.g., phone calls, e-mails). · Operates and accesses various systems to research responses to inquiries. · Log tickets in Service Now to document each interaction with customers. · Responds in a timely and accurate manner to customer service calls, ensuring that service issues and concerns are addressed in a respectful and professional manner. · Maintains a high standard of HR professionalism in representing the Commonwealth in all interactions with customers, colleagues, and supervisors. · Serves as a subject matter resource to supported departments on Self-Service processes and encourages standardized adoption of processes across Secretariats and Agencies within the Executive Branch. · Analyzes and determines data inputs required for time related transactions across various time reporting populations. · Review the MassCareers weekly Job board to gain knowledge when researching responses to inquiries. · Process MassCareers Security Access Forms. · Serve as a subject matter expert in MassCareers and encourage standardized adoption of processes across Secretariats and Agencies. · Monitor open inquiries that are assigned to the MassCareers team. · Demonstrate the ability to understand, apply and retain complex MassCareers processes and information. · Knowledgeable of all MassCareers Job Aids and familiar with the roles and responsibilities pertaining to MassCareers. _Human Resources Systems & Technologies_ · Processes Self-Service and SSTA transactions efficiently and effectively utilizing appropriate technologies. · Completes password resets for timekeeping system on behalf of employees. · Works with business partners to identify and document system issues and provide recommendations for improvement. _Preferred Qualifications_ · Experience working in a call center and experience resolving complex issues independently. · Ability to supply excellent customer service to internal and external customers on a consistent basis. · Ability to successfully deescalate customer concerns. · Ability to listen closely to customers and clearly articulate a response. · Ability to multi-task, set priorities and manage time effectively. · Ability to follow instructions and function effectively as a member of a team. · Ability to always remain professional and courteous with customers. · Ability to adapt to varying work situations. · Ability to review and compare like data for accuracy, completeness, and consistency. · Excellent verbal and written communication skills with the ability to present clear, concise, and prompt communications. · Experience using MassCareers Application and the Human Resources Compensation Management System (PeopleSoft). · Knowledge of Service Now ticketing application. First consideration will be given to those applicants that apply within the first 14 days. MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) three years of full-time, or equivalent part-time professional experience in human resources work, or (B) any equivalent combination of the required experience and the substitutions below: Substitutions: I. An Associate's degree may be substituted for a maximum of one year of the required (A) experience. II. Bachelor's degree or higher may be substituted for a maximum of two years of the required (A) experience. III. A Graduate degree with a major in Human Resources Management, Human Resources Administration or Public Administration may be substituted for the required experience. *Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed. The classification may require possession of a current and valid motor vehicle driver's license at a class level specific to assignment. _Comprehensive Benefits_ When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! *An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Job: Human Resources* *Organization: Human Resources Division *Title: *Human Resources Specialist II Location: Massachusetts-Boston-100 Cambridge Street Requisition ID: 240000CL