Job Description
What you'll do
Serve as Tier support for employee inquiries across benefits, payroll, pay programs, people systems, policy, and general HR topics—via case, chat, and occasional walk-ups.
Own end-to-end case handling: triage, diagnose, resolve or route; document clearly; close the loop on time and in full.
Use our tools confidently, working in case management and HR systems (, ServiceNow, Workday, iCIMS or similar) to research, process transactions, and keep records accurate.
Create clarity at scale by leveraging response templates and knowledge articles; propose updates to keep content current and easy to follow.
Escalate well: identify risk, apply judgment, and partner with COEs/People Partners when issues need Tier support.
Support lifecycle moments (, onboarding tasks, employment changes, offboarding steps) with accuracy, urgency, and a great employee experience.
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