Johnson Controls HR Shared Services Analyst in Nuevo León, Mexico

Responsible for providing Tier 1 assistance on HR-related inquiries to employees, managers, HR Business Partners and HR professionals across the Enterprise, including inquiry resolution and transaction support. In addition, Tier 1 Analysts provide transactional execution for HR Core processes and related services to maintain employee record in the HCM system, including follow up to approvals, clarifying information or correcting data. In a lesser extent, respond to inquiries from external and internal customers.


  • Capable of managing large volumes of information
  • Excel proficiency (Pivot tables, Macros, etc…)
  • Desirable experience in Customer Service

Main activities, but not limited to: * Inquiry support for HR transactions (Requisitions, Job and Data Changes, etc). * General HR questions when employees are looking for policies and procedures. * Navigation support for Workday and Portal. * Escalation of security access to Portal to HR Technology Enablement (HR Atlas portal team). * Assistance to Managers and HR in running standard reports, includes running and sharing National IDs report for HRBPs. * Routing of calls to appropriate support owner when service is not provided by EHRO (The Work Number, Help Desk, etc.). * Creation of Employment certification letters for HR to distribute * Executes transactional business processes according to the specifications included in Work-Instructions and other related documentation and still be able to identify and analyze process exceptions and present solution proposal to Tier 2 or Process Lead.
* Adheres to the Call Management Framework and Case Management Framework and SOX Matrix for calls and cases and accomplish related KPIs.
* Is responsible for registering the interaction (call/case) with the caller/requestor and tracking the solution via the ticketing system Microsoft Dynamic CRM, provide proper follow-up or escalation to Tier 2 if required. * Generates and distributes ad-hoc internal reports * Collaborates on audits of data entry accuracy done by EHRO and through self-service.
* Supports testing for systems enhancements related to EHRO operation.
* Participates in continuous improvement activities that will increase quality and service delivery efficiency.
* Maintains a positive working relationship within the team and with external customers.


  • IT Related Bachelor’s degree desirable
  • 1-2 years experience
  • Must be fluent in English #external

Job: *Human Resources

Organization: *Corporate

Title: HR Shared Services Analyst

Location: MX-Nuevo León-San Pedro Garza Garcia

Requisition ID: WD30036164130