HRIS, Customer Success Engagement Administrator
Mitsubishi Heavy Industries
full-time
Posted on:
Location Type: Office
Location: Houston • Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Monitor and manage the MHIA C.A.R.E tool ticketing system, ensuring timely acknowledgment of all incoming inquiries and requests.
- Categorize and prioritize C.A.R.E tickets based on urgency, subject matter, and complexity.
- Assign or escalate tickets to appropriate team members or departments (Benefits, Payroll, Talent Acquisition).
- Respond to general system inquiries directly, following standard operating procedures and policy guidelines.
- Maintain clear, accurate, and professional communication within the ticketing system.
- Maintain an understanding of end-to-end HR business processes and their relationship to system workflows and provide support for these processes as needed.
- Provide day-to-day customer service, triage, and system support to existing and new system users in support of timely and accurate data in applicable system(s).
- Support the creation and maintenance of documentation and user guides.
- Partner with the internal HR team, external teams, and/or vendors to research system issues and downtime and support activities on analysis/resolution.
- Assist system team lead on organizational needs for system implementations, upgrades, new product research, and process improvements.
- Support the engagement team with project management process including assessing business and application requirements, HR Operations process initiatives, change management, identifying security requirements, test plans, and coordinating test execution and implementation.
- Assist with capturing and documenting non-functional requirements that are important to the user community (i.e. usability, learnability and reliability).
- Support the drafting and editing of communication drafts and other general documentation.
Requirements
- Minimum of five (5) years of experience in HR systems, administrative, customer service, IT or office support role managing a high volume of inquiries through a shared email inbox, ticketing system, or case management platform is required.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint)
- Proactive and quick to learn HR processes, systems, and policies
- Strong team collaborator with clear, professional communication skills
- Able to assess and resolve routine issues independently using sound judgment
- Highly organized with strong attention to detail and ability to track multiple requests
- Consistently follows through on tasks and closes communication loops
- Comfortable presenting information when needed
Benefits
- Excellent Benefits (Medical, Dental, Vision & 401K Matching)
- Excellent growth and advancement opportunities
- Paid vacation, sick time and 15 holidays
- Committed to quality products and services.
- Great working environment and culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
HR systemsticketing systemcase managementdocumentationproject managementdata analysisnon-functional requirementschange managementtest plans
Soft skills
customer serviceprofessional communicationteam collaborationorganizational skillsattention to detailproblem-solvingindependent judgmenttask follow-throughpresentation skills