HR Services Coordinator
San José,CR
hace 8 días

At Lonza, we invest in great people. We encourage our employees to challenge themselves and we offer an environment that fosters creativity and success.

Headquartered in Basel, Switzerland, we operate production, R&D, and business sites around the world, including Europe, North America, and Asia.

Our vision :

We strive to be the leading supplier using science and technology to improve the quality of life.

Our mission :

We work with passion, using advanced technologies, to transform life science into new possibilities for our customers.

Do you want to help us as we shape the future of this great organization?

Job Description Summary

The HR Services Coordinator is the first point-of-contact to employees, managers and the HR community. The HR Services Coordinator is responsible for the resolution of frequently asked HR questions via Service Now (SNOW) (end to end case management) and escalate more complex cases to the appropriate HR team member.

The HR Services Coordinator will help build, standardize and update documentation to increase case resolution via the knowledge base.

Key Accountabilities

Delivers accurate and timely customer service to internal stakeholders (i.e. employees, managers and the HR community)

Documents frequently asked questions, updates employee portal (Hello HR Service Now) and HR knowledge base accordingly.

Delivers analytics of case management system to improve transactional and processing efficiencies.

Other duties as assigned : interacts and works closely with other HR Shared Services members and other HR teams on issues that relate to but also may require involvement of teams beyond the HR Shared Services team.


  • Strong English communication skills, both written and verbal
  • Bachelor (high school diploma) required, plus additional degree or progress towards a degree in Business Administration or HR Administration preferred
  • 1-3 years of experience within an HR shared service center or customer service organization (global experience a preferred)
  • Familiarity with Microsoft Office (Excel, Word, PowerPoint, Visio), Workday and Service Now a plus
  • Excellent interpersonal skills (team player)
  • Customer service mindset : Awareness of the voice of the customer good comprehension skills and empathy for the customer
  • Process improvement mindset
  • Positive attitude and team player willing to contribute to a supportive work environment
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