Human Resources Shared Services Specialist

Job Description:

The HR Shared Services Specialist provides centralized HR operational support and Tier 1 employee service delivery for the United States, with the capability to expand support to Canada as the service model evolves. The Specialist manages employee inquiries and HR requests through HRSD intake channels (during implementation and post go-live), ensuring timely, accurate, and compliant resolution aligned to established service level agreements (SLAs) and standard operating procedures (SOPs). This role also enables self-service by creating

and maintaining knowledge content in the Employee Center, driving consistent employee experiences and scalable HR service delivery.

• Resolve Tier 1 HR cases in ServiceNow HRSD by applying standard work and knowledge articles to deliver first-contact resolution where possible.
• Maintain strong queue hygiene (accurate categorization, prioritization, status updates, and documentation) to ensure clean handoffs and audit-ready case records.
• Consistently meet defined SLAs for responsiveness, resolution, and quality; proactively surface aging/backlog risks. Execute key employee lifecycle transactions in Workday with high accuracy and timeliness (e.g., hires, changes, terminations, and data maintenance).
• Coordinate onboarding/offboarding administration and employee document processing following SOPs and established timelines.
• Create, update, and maintain HR knowledge content in the Employee Center/HRSD knowledge base to enable Tier 0 self-service and reduce repeat inquiries.
• Escalate complex, sensitive, or out-of-scope cases to the Supervisor or appropriate Tier 2/COE partner in accordance with escalation protocols.
• Protect confidential and sensitive employee information and perform all work in compliance with policies and applicable regulations.
• Identify recurring drivers of employee inquiries and contribute insights to improve processes, knowledge quality, and service experience

Job Requirements:

Required:

• Bachelor’s degree in Human Resources, Business or related field, or equivalent HR experience
• 3+ years in HR Operations/HR Shared Services or related HR support roles.
• ​Must reside within a commutable distance to Brea, Ca. This is not a hybrid or remote role.

Preferred Skills:

• Experience working in a service environment with defined processes and performance expectations (e.g., SLAs).
• Experience executing lifecycle transactions in an HRIS (Workday preferred).
• Experience working with case management tools (ServiceNow HRSD preferred).
• Deliver Tier 1 support using case management: triage, document, resolve, escalate appropriately.
• Understanding of shared services fundamentals: SLAs, queue hygiene, and standard work.
• Execute Workday transactions accurately and on time (hire/change/term/data maintenance).
• Produce clear written communication (case notes/updates/knowledge content) and maintain confidentiality.
• Maintain operational discipline to meet SLAs (prioritization, queue hygiene, quality)
• Customer Obsession & Ownership: Takes end-to-end accountability for resolving Tier 1 cases and completing HR transactions; prioritizes employee experience and follows through to closure.
• Clarity in Communication: Communicates accurately and professionally in writing and verbally (case notes, employee updates, knowledge articles).
• Bias for Standardization: Follows SOPs and uses standard work to deliver consistent outcomes.
• Collaboration & Influence: Works effectively with HRBPs, COEs, Payroll, Benefits, and vendors to coordinate handoffs, resolve issues, and ensure timely completion of requests.
• Calm Under Pressure: Maintains service quality during peak volume, urgent escalations, or system/process issues; stays organized and responsive to meet SLAs.
• Solutions Orientation / Continuous Improvement: Identifies recurring inquiry drivers and knowledge gaps; contributes ideas and actions to improve processes, knowledge content, and service efficiency.

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Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

Operating Company:

Envista is a global leader in the dental industry, uniting more than 30 trusted brands—including DEXIS, Kerr, Nobel Biocare, and Ormco—under one mission: partnering with dental professionals to improve patients’ lives. With a heritage of category-defining innovation, our brands have shaped modern dentistry: Nobel Biocare introduced the first dental implant, Ormco is a pioneer in both traditional and digital orthodontics, DEXIS has long been at the forefront of 2D, 3D and intraoral imaging, and Kerr has supported clinicians for over 135 years. Our high-performing culture is underpinned by our CIRCLe Values and the Envista Business System. Guided by these, we deliver a comprehensive portfolio of technologies, consumables, and services that empower clinicians to provide confident, efficient care—today and for the future. Learn more at http://envistaco.com.

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.