What You Will Do

The Human Resources (HR) division designs and executes programs and processes that support employees, managers, and senior leaders in attracting, developing, and retaining a workforce that supports the Laboratory's mission. As a member HR Operations, you will be an essential part of a one-of-a-kind effort to solve some of the most important challenges of our time. We do this through strategic HR efforts to provide world class solutions to the talent challenges facing our mission-focused programs. We make customer service a top priority and are passionate about the work we get to do.

The Human Resources Operations (HR-OPS) Group is looking for a detail-oriented, highly motivated individual to become part of our team. The role of Operations is to deliver outstanding customer service and transactional excellence for various types of appointments at Los Alamos National Laboratory. This role requires collaboration with systems analysts, as well as with applicants, employees, and managers. The primary role of the Employee Service Representative (ESR) is to provide efficient and high-quality HR service to all employees. The ESR will Provide administrative support for retirement programs and retiree benefits, as well as assist employees with questions on retirement programs. The ESR will work within the customer care and HR technology (e.g., case management, knowledgebase, Oracle) in a team of other customer-focused representatives and collaborate to ensure completion of tasks and balancing of work across the group.

• Serve as first point of contact responsible for the accurate resolution of employee and manager inquiries and requests sent via phone, email, or through the HR Portal.

• Provide service-oriented support in actively triaging, resolving, and/or escalating each case or inquiry by accessing information in multiple systems on the computer. Use the knowledgebase and other established policy and procedural documentation to respond to inquiries. Route/refer calls for advanced support and follow up as required.

• Perform administrative processing in support of HR functions, including data entry, filing, personnel records, sending correspondence, etc.

• Ensure sensitive information remains confidential and protect personal information when processing all transactions and addressing employee inquiries.

What You Will Need

Minimum Job Requirements:

• Demonstrated interest in customer service and providing high-quality customer care Experience working within HRIS (i.e. Oracle, ticketing software, call center software etc.)

• Experience updating employee and applicant data, initiating employee and applicant transactions, and ensuring consistency and data integrity.

• Experience using Microsoft Excel to run, export, and manipulate Oracle Business Intelligence (OBI) reports. This includes sorting, filtering, and setting up pivot tables.

• Demonstrated ability to handle multiple assignments and tasks with great accuracy and attention to detail in a fast-paced environment with strict deadlines.

• Demonstrated experience appropriately managing confidential information and protecting Personally Identifiable Information (PII).

• Record of dependable attendance and demonstrated experience in working with customers.

• Proven success working independently and in a close-knit team environment.

Desired Qualifications:

• Demonstrated ability to independently research, coordinate, develop and recommend solutions to moderately complex problems.

• Specialized experience in one or more of the following:

• Workforce administration and data processing for complex transactions

• Benefits, leave of absence and/or retirement transactions and reporting

• Educational assistance programs

• Background check programs and processes

• Onboarding and New Hire Orientation

• Demonstrated experience serving on process improvement initiatives and cross-organizational teams.

• Demonstrated ability to manage multiple priorities, think tactically and strategically, demonstrate objectivity, be results-oriented, and show initiative and creativity.

Education/Experience: Position typically requires a minimum of two years of related experience, or an equivalent combination of education and experience. A bachelor's degree in a relevant field is preferred.

Notes to Applicants: Applicant must send a comprehensive cover letter covering requirements.

Where You Will Work

Located in beautiful northern New Mexico, Los Alamos National Laboratory (LANL) is a multidisciplinary research institution engaged in strategic science on behalf of national security. Our generous benefits package includes:

• PPO or High Deductible medical insurance with the same large nationwide network

• Dental and vision insurance

• Free basic life and disability insurance

• Paid childbirth and parental leave

• Award-winning 401(k) (6% matching plus 3.5% annually)

• Learning opportunities and tuition assistance

• Flexible schedules and time off (PTO and holidays)

• Onsite gyms and wellness programs

• Extensive relocation packages (outside a 50 mile radius)

Additional Details

Directive 206.2: Employment with Triad requires a favorable decision by NNSA indicating employee is suitable under NNSA Supplemental Directive 206.2. Please note that this requirement applies only to citizens of the United States. Foreign nationals are subject to a similar requirement under DOE Order 142.3A.

No Clearance: Position does not require a security clearance. Selected candidates will be subject to drug testing and other pre-employment background checks. New-Employment Drug Test: The Laboratory requires successful applicants to complete a new-employment drug test and maintains a substance abuse policy that includes random drug testing. Although New Mexico and other states have legalized the use of marijuana, use and possession of marijuana remain illegal under federal law. A positive drug test for marijuana will result in termination of employment, even if the use was pre-offer.

Regular position: Term status Laboratory employees applying for regular-status positions are converted to regular status.

Internal Applicants: Regular appointment employees who have served the required period of continuous service in their current position are eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the required period of continuous service, they may only apply for Laboratory jobs with the documented approval of their Division Leader. Please refer to Policy P701 for applicant eligibility requirements.

Equal Opportunity: Los Alamos National Laboratory is an equal opportunity employer and supports a diverse and inclusive workforce. All employment practices are based on qualification and merit, without regard to race, color, national origin, ancestry, religion, age, sex, gender identity, sexual orientation, marital status or spousal affiliation, physical or mental disability, medical conditions, pregnancy, status as a protected veteran, genetic information, or citizenship within the limits imposed by federal laws and regulations. The Laboratory is also committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request such an accommodation, please send an email to applyhelp@lanl.gov or call 1-505-664-6947 option 2 and then option 3.