HR Operations Specialist

Overview

Impact the Moment   
McGraw Hill is a leading global provider of education solutions for K-12, higher education, and professional learning. We've been at the forefront of education for over 130 years, and we're reimagining how learning happens through innovative technology and content. Our products reach millions of learners globally.

About the Opportunity:

McGraw Hill is seeking an HR Operations Specialist who is the first point of contact for employees, managers, and HR teams. The role provides timely, accurate, and consistent support for common questions related to payroll, benefits, onboarding, HR transactions, and HR policies. The specialist resolves routine requests by following approved processes and knowledge articles, keeping customers updated, and escalating complex or sensitive matters to the appropriate HR team. The role also supports global HR programs and protects confidential employee information.

What You’ll Do:

Case Management

• Serve as the first point of contact for HR questions received through ServiceNow and other approved channels.
• Resolve routine Tier 1 questions as the first point of contact by using approved knowledge articles and documented processes.
• Follow assigned cases through resolution or proper handover, and keep employees and managers updated on the status.
• Meet agreed service levels and quality standards for response time, accuracy, first-contact resolution, and customer satisfaction.
• Use good judgement to resolve routine questions and know when to ask for help or escalate an issue.
• Escalate complex or sensitive matters, such as leave, accommodation, or employee relations concerns, to Tier 2 or the appropriate HR team. Include complete and clear case notes.
• Handle confidential employee information carefully and follow company privacy, security, and access requirements.

Workday Transactions and Data Quality

• Process standard HR transactions in Workday, including personal information, job, and organization changes, by following documented procedures.
• Check that required documents and approvals are complete before processing a transaction.
• Confirm that each transaction is accurate after it has been completed.
• Complete routine data checks and report repeated errors or data issues.
• Run standard reports to support case resolution, HR programs, and compliance activities.

HR Programs and Administrative Support

• Administer HR programs such as employment verification, tuition reimbursement, employee recognition, and service anniversaries.
• Support onboarding and offboarding activities, including preparing employment contracts from approved templates and maintaining exit survey data.
• Process HR purchase orders, cost reclassifications, and approved invoices by following finance controls.
• Respond to vendor and manager questions about purchase orders, invoices, and HR programs.
• Support employee handbook updates and track completion of required compliance programs.

Knowledge Management and Process Improvement

• Work with Tier 2 teams and HR partners to update knowledge articles and document new solutions.
• Identify common questions, repeated errors, and process gaps by reviewing case information.
• Suggest practical improvements to processes, knowledge articles, and employee or manager self-service.
• Support busy periods, such as open enrolment, and complete other related duties as assigned.

What We’re Looking For: 

• 1–3 years of experience in HR operations, HR shared services, or a related HR role.
• Customer service experience, with the ability to respond professionally and build trust with employees, managers, vendors, and HR colleagues.
• Basic understanding of HR policies and employment requirements, with the ability to follow documented procedures consistently.
• Strong attention to detail and a clear focus on transaction and data accuracy.
• Good problem-solving and judgement, including knowing when an issue should be escalated.
• Ability to manage confidential and sensitive employee information with care.
• Good written and spoken English communication skills.
• Ability to work independently, organize priorities, follow through on commitments, and meet deadlines.
• Working knowledge of Microsoft Word, Excel, and Outlook.
• Awareness of regional differences in HR practices, requirements, and time zones when supporting a global workforce.
• Experience in ServiceNow & Workday will be preferred. 

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