Service Center

Position Summary

The HR Shared Services Analyst serves as the critical connection point between the HRIS (Human Resources Information System) team, Payroll, and HR Support/Service Center functions, including M&A (mergers and acquisitions). Working independently and with minimal oversight, the Analyst evaluates how HRIS configuration decisions affect payroll and employee service, exercises independent judgment to resolve complex and ambiguous cross-functional issues, and recommends changes to systems, processes, and controls that affect the broader Teammate Services function. The role requires analytical judgment and decision-making authority on matters of significance, rather than the execution of defined procedures. The ideal candidate combines deep HRIS fluency with strong payroll and HR acumen.

Key Responsibilities

Data Integrity & Quality Assurance

• Serve as the senior point of resolution for system-level matters beyond the scope of HR Support and Payroll  

• Identify recurring patterns and design systemic solutions rather than applying repeat corrections

Change Management & Communication

• Serve as the point of contact when HRIS makes configuration changes (new fields, workflow updates, integration changes, system upgrades) to assess and communicate downstream impact to Payroll and HR Support
• Partner with HRIS on testing and User Acceptance Testing (UAT) for system changes, representing the payroll and HR support team perspective
• Translate technical system changes into plain-language guidance for non-technical stakeholders

Issue Resolution & Escalation Management

• Triage and resolve tickets/cases that span HRIS, payroll, and HR support (e.g., discrepancies tied to system syncing issues rather than simple user error)
• Act as tier-2 escalation support for HR Support/Service Center reps who need system-level troubleshooting beyond their scope
• Identify recurring issue patterns and recommend systemic fixes rather than one-off corrections

Documentation and Process Improvement

• Maintain up-to-date process maps and SOPs illustrating how employee data moves across systems (HRIS → payroll → benefits, etc.)
• Determine where manual handoffs should be automated or redesigned and lead those improvement efforts

Reporting & Analytics

• Generate cross-functional reports for HR, Payroll, and Finance leadership as needed
• Support audits (internal or external) that require documentation of data flow and controls between systems

Qualifications

Required

• 3-5 years of experience in HRIS administration, payroll operations, or HR shared services
• Working knowledge of HRIS platforms (e.g., Workday, UKG, ADP, SAP)
• Understanding of payroll fundamentals (pay cycles, tax withholding, deductions, compliance basics)
• Demonstrated ability to independently analyze complex problems and determine solutions
• Strong analytical skills with high attention to detail
• Ability to translate technical/system concepts for non-technical audiences
• Experience with ticketing systems and cross-functional issue resolution

Preferred

• Experience with system implementations or upgrades (UAT participation)
• Intermediate to advanced Excel skills (VLOOKUP, pivot tables)
• Experience with setting up and maintaining a ticketing system for HR
• Prior experience in a HR Shared Services analyst, or process improvement role

Key Competencies

• Cross-functional collaboration and relationship-building
• Problem diagnosis and root-cause analysis
• Clear written and verbal communication
• Cross-functional collaboration and relationship-building
• Comfort operating in ambiguity between departments with different priorities
• Process documentation and continuous improvement mindset

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires. 

Must be eligible to work in the U.S. with no restrictions.