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Introduction

The HR Services Delivery Administrator, a role within the IBM Global Service Solutions (GSS) team, will be dedicated to supporting Red Hat associates in the Americas. The HR Services Delivery Admin uses their skills, curiosity and focus on customer excellence to efficiently contribute in a high-volume, ticket-based environment on a variety of routine to moderately complex HR service requests across the employee life cycle. The position ensures high-quality service by administering human resources program operational support activities across the employee life cycle, including new hires, onboarding, benefits, employment changes, and terminations. The role also drives continuous improvement efforts and participates in tool and technology enhancement projects.

Your role and responsibilities

As an HR Services Administrator, you will be responsible for supporting the administration of HR processes within a country or across multiple countries for assigned HR service areas. This role focuses on delivering consistent, high-quality HR operational support in a high-volume, ticket-based environment, ensuring adherence to established procedures, policies, and Service Level Agreements (SLAs).

You will support employees, managers, and internal stakeholders across routine to moderately complex employee life cycle events, using documented processes and defined escalation paths.

Key Responsibilities

• Deliver efficient and accurate support in a high-volume, ticket-based environment, handling HR life cycle events of routine to moderate complexity in line with established SLAs.

• Process and administer HR programs and activities across the Employee Life Cycle, including new hire and onboarding, leaves and absence, employment changes, global mobility, benefits, and terminations.

• Follow existing process documentation, Knowledge Base Articles (KBAs), troubleshooting guidelines, and escalation paths to ensure timely resolution of assigned tickets.

• Provide HR operational support to employees, managers, and internal partners by responding to inquiries and providing guidance based on established processes.

• Interact with internal teams, third-party providers, and vendors as required to support issue resolution.

• Compile and distribute routine reports to relevant stakeholders.

• Regularly review assigned KBAs and process documentation, and support updates when gaps or inaccuracies are identified.

• Identify opportunities for incremental process improvements and participate in projects aimed at improving documentation and service delivery.

• Participate in HR projects, including tool and system testing and implementation activities, as assigned.

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

• 2+ years of experience working in HR or a shared-services environment, with a strong focus on customer experience. Exposure to areas such as hiring/onboarding, benefits, global mobility, employee change events, and exit management is not required, but considered a plus.

• Strong organizational and attention-to-detail skills, with the ability to manage multiple tasks in a fast-paced environment.

• Excellent interpersonal, teamwork, and communication skills, with a clear customer-focused mindset.

• Experience handling a variety of issues and inquiries, following defined processes and escalation paths.

• Solid problem-solving skills, with the ability to identify issues and apply standard solutions or escalate when appropriate.

• Understanding of upstream and downstream impacts, as well as compliance requirements, when handling confidential and sensitive employee information.

• Proficient English language skills, both written and verbal.

• Proficient Portuguese language skills, written.

• Bachelor’s degree is a plus.

Additional Experience & Exposure (Preferred)

• Experience supporting process administration activities for HR processes, with familiarity with established procedures and policies.

• Experience providing HR operations support, including working with HR systems, tools, and standard processes to support employees and managers.

• Exposure to maintaining accurate and up-to-date records, reports, and databases, with strong attention to data integrity and confidentiality.

• Familiarity with regulatory requirements, company policies, and HR procedures to support compliance and minimize operational risk.

• Exposure to preparing and supporting routine reports, metrics, and basic analytics to aid decision-making and process improvement initiatives.

Preferred technical and professional experience

Familiarity with HR Systems (Workday and ServiceNow): Basic exposure to HR systems used for employee data management, ticket handling, and HR process administration.

Analytical and report: ability to support reports, metrics, and data reviews using standard tools, with guidance and established templates.