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Mitsubishi Heavy Industries · 2 weeks ago

HRIS, Customer Success Engagement Administrator

Houston, TX

Full-time

Onsite

Mid, Senior Level

5+ years exp

Mitsubishi Heavy Industries America, Inc. (MHIA) is seeking an HRIS, Customer Success Engagement Administrator to join their team. This role is responsible for managing customer inquiries through a ticketing system and ensuring effective communication and support for HR processes and systems.

ElectronicsIndustrialMachinery ManufacturingManufacturing

Responsibilities

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

This list of responsibilities is not all-inclusive, and an employee may be required to perform other relevant duties as assigned

Qualification

HR systems experienceCustomer service skillsTicketing system managementMicrosoft Office SuiteHuman Resources softwareCommunication skillsOrganizational skillsTeam collaborationProblem-solving skills

Required

High school diploma or GED required

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