3 Performance Management jobs in Ireland
0
Employee Success Advisor - HR Operations & Knowledge Management
Dublin, Leinster
Reed Global
Posted 9 days ago
Job Viewed
Job Description
Our Client is a leading global organisation with a well established Dublin operation. As part of their HR support team we are seeking a generalist, comfortable with HR policy, who will join a team providing Tier 1 support to their employees. The Role: Deliver exceptional customer support to employees and managers through our Salesforce-powered Concierge portal and social support channels. Own and evolve the knowledge content ecosystem - identify gaps, write and update articles, and ensure high-quality, searchable, and accessible content that improves self-service rates and drives T0 optimization. Act as a case deflection champion - using insights and AI-driven recommendations to continuously improve knowledge effectiveness and reduce case volumes. Support ongoing projects to enhance case handling efficiency, service catalog design, and integration of AI tools that optimize routing, auto-responses, and classification. Analyze support trends and collaborate with global teams to enhance knowledge workflows and shift volume left (T1 to T0). Serve as a subject matter expert in core HR processes including time off, benefits, employee data changes, and Workday transactions. Maintain a high standard of data accuracy and process integrity while navigating confidential and sensitive employee scenarios. Participate in User Acceptance Testing (UAT) for knowledge, case management, and Workday enhancements. Collaborate cross-functionally to support HR programs, content audits, process improvement initiatives, and adoption of scalable support models. Leverage case management metrics and SLA insights to drive service excellence, reduce friction, and enhance user experience. Candidate Requirements Bachelor's degree required 3-4 years of experience in HR operations, content management, or employee support within a shared services or centralized environment Strong writing skills with experience in creating or maintaining knowledge base articles, FAQs, and how-to content Demonstrated understanding of case deflection principles, content optimization, and agent enablement strategies Proficiency in case management and HR systems (Salesforce Service Cloud, Workday HCM, or similar) Analytical mindset with ability to interpret data trends and translate them into improvement opportunities High attention to detail with a structured and organized approach to process delivery Excellent communication and interpersonal skills with a customer-first mindset Comfortable working in fast-paced, global environments with shifting priorities Experience participating in system/process testing and change management efforts Familiarity with AI-powered support models, conversational bots, or virtual agents is a plus Reed Specialist Recruitment is an Employment Agency and an Employment Business for permanent and temporary recruitment. In response to your application Reed will contact you by phone, email or SMS to discuss it and related opportunities. You can opt out at any time using the links provided. Skills: HR HR policy HR administration Human resources workday SAP Benefits: Work From Home
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1
Employee Success Advisor - HR Operations & Knowledge Management
Dublin, Leinster
Reed Global
Posted 9 days ago
Job Viewed
Job Description
Job Title: Employee Success Advisor - HR Operations & Knowledge Management Location: Dublin, Ireland Level: Tier 1 HR Policy Support About the Role We are looking for a passionate and proactive Employee Success Advisor to join our HR Operations & Knowledge Management team in Dublin. This is a Tier 1 level role, focused on delivering high-quality, policy-aligned support to employees and managers across the EMEA region. This role blends HR service delivery, knowledge content management, and customer-first support. You'll play a key role in enhancing the employee experience through accurate case handling, content-driven self-service, and continuous improvement initiatives. Key Responsibilities Provide first-line HR policy support to employees and managers Deliver exceptional customer service, ensuring timely, accurate, and empathetic responses to HR queries. Maintain and improve the knowledge content ecosystem by identifying gaps, writing/updating articles, and ensuring content is accessible and effective. Champion case deflection by using insights and AI tools to improve self-service and reduce case volumes. Support projects that enhance case handling, service catalog design, and AI-driven support tools. Analyze support trends and collaborate globally to improve workflows and shift volume from Tier 1 to Tier 0. Act as a subject matter expert in core HR processes such as time off, benefits, employee data changes, and Workday transactions. Ensure data accuracy and confidentiality in all employee interactions. Participate in User Acceptance Testing (UAT) for system and process enhancements. Collaborate cross-functionally on content audits, process improvements, and scalable support initiatives. Use case metrics and SLA data to drive service excellence and improve user experience. Required Skills & Experience Bachelor's degree required. 3-4 years of experience in HR operations, shared services, or content management. Strong writing skills with experience creating or maintaining knowledge base content. Understanding of case deflection, content optimization, and agent enablement strategies. Proficiency in Workday HCM, or similar HR systems. Analytical mindset with the ability to interpret data and identify improvement opportunities. High attention to detail and a structured approach to process delivery. Excellent communication and interpersonal skills with a customer-first mindset. Comfortable working in a fast-paced, global environment. Experience with AI-powered support models, bots, or virtual agents is a plus. Language skills in German or French are a plus, but not required. Reed Specialist Recruitment is an Employment Agency and an Employment Business for permanent and temporary recruitment. In response to your application Reed will contact you by phone, email or SMS to discuss it and related opportunities. You can opt out at any time using the links provided. Skills: Policy Support HR Systems Proficiency Case Deflection & AI Tools
This advertiser has chosen not to accept applicants from your region.
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