Job Locations:
Atlanta, Georgia

The Role:

Located in Atlanta, GA and reporting directly to the Sr. Manager, HR Operations, the HR Operations Sr. Specialist (Tier 1 Support) will serve as the first point of contact responsible for the resolution of US employee and manager inquiries and requests that are escalated via phone, email, the HR portal, or other access channels. The HR Operations Sr. Specialist (Tier 1 Support) will use case management tools to respond to and track employee and manager inquiries. This individual will partner closely with regional HRBPs and the broader HR Operations team to service US employees and managers.

We work collaboratively as a team, we are relentless in the pursuit of excellence, we will boldly challenge the status quo if we can provide a better way, and we aim to strike a balance between process efficiency, effectiveness, and controls and compliance. We are committed to delivering accurate, timely, and insightful information with a high level of customer service, while striving to continuously improve our processes to help scale our operations to support future growth. 

Here’s What You’ll Do:

  • Act as the first point of contact for all inquiries and requests from employees located in the US

  • Responsible for the timely resolution of all inquiries and requests from employees located in the US

  • Help employees navigate through Tier 0 (self-help) materials and Workday functionality located in the US

  • Escalate necessary inquiries via phone, email, Microsoft Teams, or other channels for employees located in the US

  • When appropriate route inquiries to Tier 2 support

  • Oversee all HR operations process support for employees located in the US

  • Create and document effective FAQs and “canned” responses for commonly asked questions for the US

  • Identify gaps in processes, procedures, scripts, and FAQs, and create and document solutions for these gaps for the US

  • Help with processing data changes within Workday for employees located in the US (promotions, lateral moves etc)

  • Aid in reporting requests for the US

  • Aid in I-9 verification process within both Workday and Lawlogix

  • Create and deliver all personnel file requests and subpoena requests

  • Use a professional and customer-focused approach for all inquiries

  • Ensure employee privacy where appropriate, including confidentiality and protection of sensitive reports or information

  • Use excellent verbal and written communication including proper grammar, tone, and use a clear speaking voice via phone

  • Demonstrate excellent written communication skills including proper grammar and correct sentence structure to document cases in the case management system and communicate with customers and employees via email

  • Additional duties as may be assigned from time to time

Here’s What You’ll Bring to the Table:

  • BA/BS degree or equivalent is required; equivalent work experience required

  • 3-5 years of relevant experience in customer service center and/or HR case management

  • Domain expertise in Workday and ServiceNow

  • Ability to build strong collaborative relationships, influence multiple partners, and establish common goals and objectives without sacrificing outcomes

  • Excellent writing and verbal communication skills required

  • Thrive in matrix environments, is flexible, collaborative, and deadline-driven

  • Strong organization skills with attention to detail, laser-focused approach on delivery of results is required

  • Proven ability to manage multiple inquiries/requests simultaneously and strong prioritization skills required

  • Proven ability to take a complex business requirement and break it down into operational solutions required

  • Analytical mindset, critical thinking, problem-solving skills required

  • High-level proficiency in Microsoft Office Products required

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:

  • Highly competitive and inclusive medical, dental and vision coverage options
  • Flexible Spending Accounts for medical expenses and dependent care expenses
  • Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
  • Family care benefits, including subsidized back-up care options and on-demand tutoring
  • Free premium access to fitness, nutrition, and mindfulness classes 
  • Exclusive preferred pricing on Peloton fitness equipment
  • Adoption and family-planning benefits
  • Dedicated care coordination support for our LGBTQ+ community
  • Generous paid time off, including:
    •    Vacation, sick time and holidays
    •    Volunteer time to participate within your community
    •    Discretionary year-end shutdown
    •    Paid sabbatical after 5 years; every 3 years thereafter
  • Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents
  • 401k match and Financial Planning tools
  • Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
  • Complimentary concierge service including home services research, travel booking, and entertainment requests
  • Free parking or subsidized commuter passes
  • Location-specific perks and extras!

About Moderna

In over 10 years since its inception, Moderna has transformed from a research-stage company advancing programs in the field of messenger RNA (mRNA), to an enterprise with a diverse clinical portfolio of vaccines and therapeutics across seven modalities, a broad intellectual property portfolio in areas including mRNA and lipid nanoparticle formulation, and an integrated manufacturing plant that allows for rapid clinical and commercial production at scale. Moderna maintains alliances with a broad range of domestic and overseas government and commercial collaborators, which has allowed for the pursuit of both groundbreaking science and rapid scaling of manufacturing. Most recently, Moderna's capabilities have come together to allow the authorized use and approval of one of the earliest and most effective vaccines against the COVID-19 pandemic.

Moderna's mRNA platform builds on continuous advances in basic and applied mRNA science, delivery technology and manufacturing, and has allowed the development of therapeutics and vaccines for infectious diseases, immuno-oncology, rare diseases, cardiovascular diseases and autoimmune diseases. Moderna has been named a top biopharmaceutical employer by Science for the past seven years. To learn more, visit www.modernatx.com.

Moderna is a smoke-free, alcohol-free and drug-free work environment.

Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day, please apply!

Moderna is proud to be an equal opportunity workplace and is an affirmative action employer. 

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law. Moderna is an E-Verify Employer in the United States. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Belonging, Inclusion, and Diversity are critical to the success of our company and our impact on society. We’re focused on attracting, retaining, developing, and advancing our employees and believe that by cultivating diverse experiences, backgrounds, and ideas, we can provide an environment where every employee is able to contribute their best.

Moderna is committed to offering reasonable accommodations to qualified job applicants with disabilities. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the Talent Acquisition Partner or contact the Accommodations team at leavesandaccommodations@modernatx.com.  (EEO/AAP Employer)