Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges. The Coworker Experience Consultant is an integral part to our best in class shared services function within Coworker Success (CWS). The CWE Consultants are a team of coworkers that drive for efficiency in all that CWS does. These coworkers are responsible for building and providing the foundation on which we build our operating model. They will serve as a key resource to CWE and Coworker Success (CWS) leaders in driving high quality coworker experience and ongoing operational effectiveness in service delivery. The CWE team is comprised of the following groups: coworker support services, people leader services, knowledge, and process optimization. This role will be responsible for providing inquiry and issue resolution support for CDW coworkers and contractors.
* What you will do:
* Responding to inquiries assigned through the ServiceNow case management system within designated SLAs.
* Leveraging knowledge base articles and resource guides to provide information and guide coworkers on how to complete processes and transactions in systems.
* Instruct coworkers related to HR processes including on-boarding, off-boarding, payroll, general benefits inquiries, leaves of absence, verification of employment and unemployment claims processing.
* Identifying opportunities for process or knowledge improvement as a direct result of the interaction with the coworker, refining the CWS portal to drive self service capabilities.
* Provide best in class support by demonstrating our "Coworker First" pillar of our CWS Guiding Principles at all times.
* Analyze, categorize, and log the received inquires according to defined procedures.
* Complete necessary research to advance inquiries that are complex or have individual focus to next level of support or identified subject experts.
* Support coworkers and leaders via the ServiceNow case management system, email, and calls where necessary.
* Collaborate within CWS functions to identify and drive improvements of CWE service delivery and operational effectiveness.
* Demonstrate exceptional judgment and discretion when dealing with highly sensitive requests, information, and data.
* Adapt readily to changing priorities; offering solutions to challenges or problems as they occur.
* Establish rapport, credibility, trust, and respect throughout the organization at all levels, and be viewed as a team player with exceptional communication and decision-making skills.
* Participate in CWE project work as assigned by the leader.
* Additional responsibilities as assigned by the leader.
* What we expect of you:
* Bachelor's degree and 3+ years experience in HR OR 7 years experience in HR
* Solid understanding of procedures and concepts within HR and a basic knowledge in related job disciplines.
* Demonstrates appropriate cross-functional interaction necessary for successful outcomes.
* Provide quality results within required deadlines.
* Handle sensitive and highly personal information daily and maintain confidentiality.
* Understand and execute CWS procedures and policies. o Identify areas of process improvement or efficiency.
* Strong communication (verbal, written and non-verbal), listening, and problem-solving skills.
* Aptitude for helping coworkers while driving a positive coworker experience.
* Excellent reading comprehension and demonstrated ability to thoroughly and thoughtfully respond to inquiries.
* Experience with ServiceNow or other HR case and knowledge management tools.
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you'll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self- and your best ideas- to CDW. Because diverse perspectives bring forth better problem solving- and better solutions for our customers on a rapidly evolving technology landscape.
Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/)
