Reporting to the Regional HR Operations Manager, Americas (based in the United States), the Associate askHR Specialist serves as the first point of contact for HR support across the Americas region, providing Tier 1 support to employees and people leaders in the United States, Canada, and Latin America.
This role delivers a high-quality employee experience by resolving HR inquiries and transactions across the employee lifecycle through multiple service channels, including the HR portal, live chat, email, and virtual meetings. As a trusted HR resource, the Associate askHR Specialist provides responsive, employee-focused support while contributing to knowledge management, quality assurance, and continuous improvement initiatives.
In addition to supporting the broader Americas workforce, this position serves as a cross-trained backup for critical Brazil-specific HR operational processes, partnering with the Tier 2 Brazil HR Operations team to help ensure business continuity and operational resilience. This role offers a strong foundation in HR service delivery and case management, broad exposure to HR processes and systems across the employee lifecycle, and opportunities to contribute to process improvement initiatives while building expertise in regional HR operations and employee support
Responsibilities
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Case management and resolution. Manage and resolve askHR cases across all channels, closing most at Tier 1 in line with SLAs. Document and categorize cases accurately, attach evidence, and escalate only when necessary with full context.
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Live chat and virtual support. Provide rapid support via live chat, guide employees to solutions, or open cases as needed. Hold Teams meetings when additional dialogue is needed or requested, and promote live chat adoption to improve the employee experience.
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Data management. Review specific self-service initiated workflows for accuracy, ensuring proper documentation is captured and intervening to correct where necessary. Execute documented overrides in Oracle HCM and ServiceNow, ensuring compliance and audit trails.
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Quality assurance. Perform weekly case audits to check documentation, categorization, SLAs, and communication against global standards. Share findings and track corrective actions.
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Seasonal and cyclical program support. Provide additional coverage during peak periods, such as Open Enrollment, to reduce backlogs and support Tier 2 teams. Absorb extra workload from team members as needed.
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Systems support. Support platform testing, defect logging, and release readiness.
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Continuous improvement and knowledge. Monitor ticket trends and employee feedback to identify and address process or knowledge gaps. Draft, update, and maintain knowledge articles for self-service and consistent handling.
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Collaboration and cross-training. Work with regional teams to balance workload and cross-train on processes. Assist with projects and help prevent team bottlenecks.
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Compliance and privacy. Safeguard employee data, comply with the UL Solutions Code of Conduct, and follow all security protocols.
Qualifications
- University degree in HR, Business Administration, or related discipline, or equivalent experience
- 0 to 2 years of HR administration or HR shared services experience
- Proficient in Portuguese and English, conversational in Spanish preferred.
- Basic analytical skills and familiarity with HR policies and processes
- Strong customer service and empathetic communication skills; able to handle multiple channels
- Working knowledge of ServiceNow HRSD and Oracle HCM preferred
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A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers’ products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
Advancing our mission of working for a safer world starts with our people. We have over 15,000 team members around the world, each making a valuable and essential contribution to creating a safer future. Whether it’s hiring top talent, empowering our people to learn new skills or providing critical hands-on support, we are always finding new ways to deliver a better employee experience. We’re looking for people to share their ideas and help us create a diverse, engaged culture that’s united by a passion for safety and sustainability. Join our team, shape our culture and support our global community of experts.
