Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY: Responsible for providing technical support and guidance to HR Business Partners and other HCM system users on organization and personnel transactions. Researching and resolving complex technical questions related to HR systems and services (including Payroll, Benefits, Reporting, etc.), escalating to subject matter experts when necessary. Assist with AskHR Services data analytics and reporting. Work with the team to maintain and update the knowledge articles posted within the searchable knowledge database. Assist with Team Member inquiries related to HR policies, procedures, and a variety of requests for information or assistance.

MAJOR RESPONSIBILITIES:

• Serves as a primary provider of technical support and troubleshooting for HR, Business Leaders, and Team Members related to all HCM transactions and various HR services (including Payroll, Benefits, Reporting, etc.), by understanding the systems and processes established for Universal Destinations & Experiences (UDX) Orlando and NBCUniversal.
• Acts as a liaison between the business and HR COEs while researching and resolving complex technical questions related to HR systems and services. Escalating to subject matter experts when necessary, with follow up to ensure resolution and timely response.
• Support AskHR Services leadership with comprehensive data analytics and reporting to show a wide variety of utilization metrics to include types of cases, time submission of cases, response turnaround time and other analytical data to identify trends, knowledge gaps, flow, etc. to support decisions regarding service strategies.
• Collaborate with Parks Technology and HR Operations to support maintenance and enhancements of the AskHR Services technology platforms and tools.
• Partner with various leaders throughout HR and the business to create, update, and maintain knowledge articles within the Team Member self-service knowledge base.
• Assist with Team Member inquiries related to HR policies, procedures, and current UDX Orlando Team Member information using HR systems and service center technologies.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION: Bachelor’s degree in Human Resources Management, Business Administration, Computer Science, or a related field is preferred.

EXPERIENCE:

• 1+ year of relevant experience in a Human Resources / HCM data management / guest service environment
• ; or equivalent combination of education and experience.
• SAP, Success Factors, and/or UKG Pro/KRONOS knowledge is a plus.

ADDITIONAL INFORMATION:

• Must be knowledgeable in many aspects of Human Resources including policies, benefits, payroll, and regulations that govern Human Resources areas.
• Ability to handle multiple priorities and consistently deliver quality customer service with high attention to detail in a timely fashion.
• Requires strong problem-solving and troubleshooting abilities in a fast-paced environment.
• Must be able to act with high levels of integrity while handling confidential and sensitive information with strict adherence to HIPAA standards.
• This role is based in Orlando, Florida and may require travel to other NBCUniversal parks and properties on rare occasions for training and best practice sharing.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Orlando Resort. Here you can.

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