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The Solution Center Senior Associate serves as a trusted first point of contact for employee HR inquiries, managing Tier 1 escalations with clarity, care, and efficiency. Reporting to the Solution Center Lead, the person in this position will provide hands-on Workday support by processing core transactions such as cancellations, date changes, and personnel updates, as well as classified actions like compensation adjustments, reclassifications, and position changes. The Solution Center Senior Associate will maintain accurate case records, ensure timely follow-ups, and escalate complex matters when needed. The incumbent will support training for both new hires and experienced team members, helping strengthen HR knowledge across the organization. This position also champions the university’s vision, culture, and values.

Job Responsibilities:

+ Serves as the first point of contact for knowledge and requests regarding Human Resources, providing helpful, accurate, and timely information to employees. Supports and assists with escalations related to Tier 1 inquiries. Provides Workday support and processes fundamental transactions (e.g., cancellations, date changes, etc.) and completes personnel records requests. Processes classified Workday transactions (e.g., compensation changes, reclassifications, and position changes). Provides training support for new hires and tenured associates as requested.

+ Delivers clear, efficient, and courteous support to employees who reach out to Human Resources for various reasons. Opens and closes, maintains clear records, and follows up with case updates and resolutions in a timely manner. Asks questions and seeks support when faced with unfamiliar requests and adheres to all HR service level agreements.

+ Identifies and executes next steps toward resolution, escalating complex request for additional support as needed. Maintains open and responsive communication to keep the team informed of individual progress and challenges while staying up to date with the latest developments. Expands HR knowledge through continuous learning opportunities and contributes to authoring new knowledge articles and documents.

+ Supports efforts to gather data for system and process improvements. Solicit constructive feedback from managers and proactively incorporates suggestions into continuous improvement efforts. Escalates roadblocks or issues to appropriate colleagues.

+ Supports strategic goals set by the team, department, and university. 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.

+ Seven years’ experience in customer service/call center, human resources/benefits administration, HR systems.

+ Demonstrated experience with case management systems.

+ 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.

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

Minimum Qualifications:

+ Six years’ experience in customer service/call center, human resources/benefits administration, HR systems.

+ Ability to work independently and proactively, prioritize competing assignments, and support/guide team projects as needed.

+ Excellent written and oral communication skills and the ability to maintain a consistent positive attitude and courteous phone and email tone.

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

+ Proven strategy, organization, creative and analytical skills and the ability to work independently and proactively.

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

+ Extensive experience working on teams as well as the ability to ask for help and to provide support and guidance on projects as needed.

+ Proficiency with Microsoft Office.

Compensation and Benefits

The budgeted hourly range for this position is $33.06-$39.20. 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 (https://employees.usc.edu/benefits-perks/) .

Addtional Education Requirements Combined experience/education as substitute for minimum education Minimum Experience: 6 years Experience should include but is not limited to customer service/call center, human resources/benefits administration, HR systems. Minimum Skills: Ability to work independently and proactively, prioritize competing assignments, and support/guide team projects as needed. Excellent written and oral communication skills and the ability to maintain a consistent positive attitude and courteous phone and email tone. Demonstrated data entry skills and proven words-per-minute speed. Proven strategy, organization, creative and analytical skills and the ability to work independently and proactively. Demonstrated interpersonal skills and the ability to exercise discretion with confidential information. Extensive experience working on teams as well as the ability to ask for help and to provide support and guidance on projects as needed. Proficiency with Microsoft Office. Preferred Education: Bachelor's degree Business Administration Or Psychology Or Communication Preferred Experience: 7 years Preferred Skills: Demonstrated experience with case management systems. 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. Experience working in fast-paced environments with rapidly changing priorities, triage requests and inquiries, and route them to appropriate parties.