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Posting Details

Posting Details

Reference Number 92-26868
School Name Human Resources
Org Human Capital Management
Posted to the Web 09/21/2017
Posted Job/Salary Grade 026
Employment Type Exempt
Hours N/A
Position Type Full Time
Position Schedule 9-5
Months 12
Position Length Ongoing
Position End Date
University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

School/Center Overview

People are our highest priority at Penn. Without the help of talented faculty and staff, it would be impossible to carry out the mission of this University. That’s why Human Resources strives to provide you with all the resources you need to excel personally and professionally. Whether you’re looking to enhance your skills, explore your academic interests, build your retirement savings or develop a healthy lifestyle, we can help.
Human Resources also encourages the University to welcome and support diversity in the workforce. A diverse and open campus maximizes our talent pool, inspires creative thinking and encourages a culture in which different views are appreciated and respected.
Our focus is on the people at Penn-over 25,000 strong-who make us the largest private employer in the Philadelphia region. To learn more about the Division of Human Resources visit:


Penn’s Human Capital Management (HCM) Transformation Initiative is a University-wide effort to improve how we manage the broad range of human resources, payroll, and related processes. The HCM Initiative will improve our technology and transform how we deliver services such as recruitment, personnel and benefits administration, payroll, and time management.

The HCM Service Delivery Model is a vital component of the overall HCM Initiative. The HCM service center will serve as a one-stop-shop, providing assistance to individual faculty and staff members, as well as Schools and Centers.

In support of this Initiative, the University of Pennsylvania has an exciting opportunity for a Human Capital Management (HCM) Services Specialist to join our team. As a key point of contact, the Specialist will provide customers with best-in-class professional customer service, and timely resolution to HCM-related inquiries and issues. This individual will place premium value on providing excellent customer service, conveying professionalism and empathy in interactions with a broad range of clients.
The HCM Services Specialist will provide customer service support, via call center, to our workforce. Responsibilities include:
* Using business acumen to assess customer needs, providing accurate information regarding all HCM programs, processes, and systems
* With professionalism and empathy investigating and troubleshooting customers’ issues and concerns as they arise, and providing swift and accurate resolution
* Guiding employees with performing self-service transactions.
* Contributing to the service desk knowledge base by building articles and revising existing material, using broad knowledge of HCM subject areas and Penn policies
* Monitoring trends to respond to changing needs of Penn’s workforce


Bachelor’s Degree, preferably in Business, Human Resources or related field with at least 2 years of experience or equivalent combination of education and experience required. Experience in customer service required. Experience with Customer Relationship Management software strongly preferred. Demonstrated problem solving abilities and critical thinking skills required. Must be able to work collaboratively in a team environment as well as individually. Ability to maintain a high level of integrity and confidentiality related to employee information required. Must be able to adapt to changing priorities with ease and composure, while continuing to meet deadlines. Excellent listening skills with the ability to respond with professionalism and empathy. Excellent verbal, written, and interpersonal communication skills necessary. Workday experience a plus.

Affirmative Action Statement

Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.
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Posting Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • Jobs@Penn
    • Contacted by a Penn Recruiter
    • Referred by a Penn Employee
    • Referred by a friend or family member
    • Higher Education Recruitment Consortium (HERC)
    • Inside Higher Ed
    • Other Internet Advertisement
    • Linkedin
    • Twitter
    • Other Social Media Site
    • Professional Affiliation/Trade Website
    • Diversity Association/Publication Website
    • Heard about it at a conference or career fair
    • Apple One
    • Recruitment and/or staffing agency
  2. * What is your highest level of education completed?
    • Less than high school education
    • High School Diploma or GED
    • Vocational or Technical School
    • Associate's Degree or Two Year College
    • Bachelor's Degree
    • Master's Degree
    • PHD/MD/JD or equivalent doctoral degree
  3. * How many years of experience do you have related to this position?
    • 0 to 1 Year
    • 1 to 2 Years
    • 2 to 3 Years
    • 3 to 5 Years
    • 5 to 7 Years
    • 7 to 10 Years
    • Over 10 Years

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter