Minimum qualifications:

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

Preferred qualifications:

• Knowledge of Workday and other common cloud-based HR Information Systems
• Excellent problem-solving and analytical 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.

HR Operations is a key pillar within People Operations (POps) Central. This team creates simple and exceptional experiences at scale for Googlers and candidates by running operational services across countries with the ultimate goal of making HR easy and intuitive. Our global team optimizes people processes, from problem definition to execution, and we partner with teams across POps to bring innovation and technology to the way we attract, retain Googlers worldwide.

The User Support team is the backbone of the HR Operations organization, delivering exceptional experiences to our users. This team runs global operations and builds a framework to manage user queries and processes to an excellent standard. The User Support function relies on metrics and insights to drive thoughtful workforce planning, makes recommendations for program improvements, and delivers consistent and reliable support around the globe. In this role, you'll support the Googler Queries EMEA team, a critical component of our service delivery operations to Googlers on the frontlines of verticals (benefits, payroll, and Workday).

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 above and beyond operational excellence, in line with assigned service goals, identifying opportunities to improve and scale in order to elevate operations to a excellent standard.
• Resolve and prioritize complex or sensitive user issues through consultation with vendors and deep collaboration with Partner Support.
• Implement and execute on service delivery improvements and new process/scope changes, including extended workforce activities.
• Act as the voice of the user, surfacing relevant user feedback to Partner Support, and collaborate on initiatives to address user needs, including consulting on content, process, and policy improvements.
• Develop deep expertise in the systems supporting HR Operations service areas, troubleshooting day-to-day issues, and consulting with partners on changes to systems infrastructure.