Minimum qualifications:

• Bachelor's degree or equivalent practical experience
• Experience in operational services support

Preferred qualifications:

• Ability to use an operational approach to deliver services
• Excellent problem-solving and analytical skills
• Excellent communication skills

About the job

Google's known for our innovative technologies, products and services -- and for the people behind them. Whether you are making our staffing systems more efficient, planning for our growth, building relationships on college campuses or cultivating the next generation of computer scientists, you have an eye on the staffing needs of Google and the broader hiring landscape. You are focused on cultivating outstanding candidates for Google's long-term hiring needs, and work across a cross-functional and international group of staffing teams. You are both scrappy and resourceful, creative and driven -- and excited to share the magic of working at Google.

The User Support team helps the Human Resources Operations organization by delivering exceptional experiences for users. We manage global operations and build a framework to operate on user queries and processes in a scalable and efficient way. The User Support function relies on metrics and insights to drive thoughtful workforce planning, make recommendations for program improvements, and deliver consistent and reliable support globally.

As a User Support Specialist, you will support the Googler Operations team and business groups such as benefits, payroll, and compliance.

Great just isn't good enough for our People Operations team (known elsewhere as "Human Resources"). We bring the world's most innovative people to Google and provide the programs that help them thrive. Whether recruiting the next Googler, refining our core programs, developing talent, or simply looking for ways to inject some more fun into the lives of our Googlers, we bring a data-driven approach that is reinventing the human resources field. You’ll play an essential role advancing a more diverse, accessible, equitable, and inclusive Google through our hiring, promotion, retention, and inclusion practices.

Responsibilities

• Deliver operational excellence aligned to service goals and identify opportunities to improve/scale.
• Implement and execute on service delivery improvements and process/scope changes.
• Act as an advocate for users, surfacing relevant user feedback to the Partner Support team. Partner on initiatives to address user needs, including consulting on content, process, and policy improvements.
• Develop knowledge in the systems supporting HR Operations service areas, troubleshoot issues, and consult with partners on changes to systems infrastructure.
• Resolve and prioritize complex or sensitive user issues through consultation with vendors and collaboration with partner support.