HR Service Center Specialist

PGS Worldwide is seeking an HR Service Center Specialist in Irving, TX for a one-year contract role supporting Northrop Grumman.

The HR Service Center Specialist will provide Tier 1 HR Help Desk support across phone, chat, email, and case management channels. This hybrid role requires HR shared services or call center experience, case management or ticketing system experience, strong Microsoft Office skills, and proficiency with AI-driven chatbots, voice assistants, and robotic process automation tools.

Required Skills

• High school diploma or GED with relevant experience, or bachelor’s degree with 5+ years of relevant experience.
• U.S. citizenship required.
• HR shared services or call center experience.
• Experience supporting high-volume employee, manager, HR partner, or stakeholder inquiries.
• Experience using case management or ticketing systems in a high-volume support environment.
• Proficiency with AI-driven chatbots, voice assistants, and robotic process automation solutions.
• Advanced Microsoft Office skills, including Excel, Word, and PowerPoint.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to manage sensitive, difficult, or complex interactions with professionalism and discretion.
• Ability to document actions clearly and accurately in a case management system.
• Ability to follow service-level agreements, company policies, data privacy standards, and regulatory requirements.
• Ability to work a hybrid schedule in Irving, TX.

Preferred Skills

• ServiceNow experience.
• Workday experience.
• HR shared services knowledge.
• General payroll and timekeeping knowledge.
• General travel and expense reporting knowledge.
• Experience supporting HR policy, payroll, benefits, compliance, timekeeping, travel and expense, or employee lifecycle inquiries.
• Continuous improvement experience.
• Experience using automation or AI tools to streamline HR workflows.

What You’ll Do

• Provide Tier 1 HR Help Desk support across phone, chat, email, and case management channels.
• Respond to inquiries from employees, managers, HR partners, and external stakeholders.
• Support HR, payroll, timekeeping, travel and expense, and employee lifecycle inquiries.
• Use knowledge-based resources, troubleshooting techniques, and AI-assisted tools to resolve issues.
• Document support actions clearly in the case management system.
• Manage difficult interactions while maintaining professionalism and customer satisfaction.
• Escalate complex or sensitive issues when appropriate.
• Complete back-office HR tasks such as employment verifications, document management, PTO donations, mail processing, W-4 updates, workplace accommodations, and emergency contact activation.
• Maintain compliance with company policies, data privacy standards, and employee information requirements.
• Collaborate with internal stakeholders and cross-functional teams to improve service delivery.
• Participate in process improvement initiatives involving AI-driven chatbots, voice assistants, and robotic process automation.
• Continue building technical and functional HR support expertise.

Work Schedule / Shift

• Monday–Friday, 5x8 schedule.
• Must be available during operating hours of 7:00 AM–6:00 PM CST.
• Hybrid schedule: in office Tuesday and Wednesday; remote Monday, Thursday, and Friday.
• Hybrid schedule may be subject to change.
• Full-time, 40 hours per week.
• No travel required.

Pay

• $26.47/hour

Job ID: 1446

Military veterans and transitioning military members are encouraged to apply to all PGS Worldwide positions. All of our jobs are military-friendly, and we work with leaders in Aerospace who rely on your military expertise to support mission-critical programs nationwide. As a Veteran Founded company, we know that the military has given you the skills and training you need to succeed in positions like this, and we want to support your success in the civilian sector however we can. We thank you for your service and humbly offer our own in return by helping you take your career to the next level.