Human Resources Support 3 - Sacramento, CA 

Under minimal direction, the Human Resources Support is the main point of contact for SumTotal Learning Management System (LMS) and Performance Management user questions. This is a high-volume, fast-paced environment, often dealing with frustrated users who have already spent more time than they wanted to figure out how to solve the problem. This position is located in Sacramento, California, working a 9/80 schedule. Since support is provided for users at all sites (Eastern through Pacific Time zones), scheduled start time can be as early as 6 AM Pacific, but no later than 7:30 AM Pacific.

Essential Job Functions (Including % of Time for Each):

75% - SumTotal Customer Support:

• Serves as the key point of contact reviewing all SumTotal Learning Management System and Performance Management Service Center tickets, answering as many as possible as soon as possible (within 2 hours), and no more than 1 business day, with an accurate, patient and encouraging manner. If the person in this role cannot answer the question, they are expected to immediately reach out to the appropriate analyst to understand the issue/resolution and then provide feedback to user, unless the ticket volume dictates that the ticket should be assigned to a more knowledgeable analyst for quick/accurate resolution.
• Exposure to confidential and sensitive information necessitating considerable use of tact and discretion. SumTotal questions come from contractors, employees and all levels of management.
• Independently manages learning waiver approval process within SumTotal, reaching out to Subject Matter Experts (SME) and first-line supervisors with 1-2 business days of any waiver request, and monitoring until waiver has been approved or denied.
• Assists in preparation of reports for various training-related audits and activities.

15% - HR Training Coordinator:

• Responsible for independently running, auditing and distributing HR training matrix, escalating as needed to appropriate first-level managers when HR Staff are not meeting compliance requirements.
• Escort instructors from Visitor Control to training room, ensuring training room is functional and class kicks-off well. Throughout the day, escorts instructor during morning, afternoon and lunch breaks since instructors must be escorted by an Aerojet Rocketdyne representative 100% of the time. Escorts instructor from training room to Visitor Control upon completion of training.
• Assist as needed in scheduling classes, clearing instructors through visitor control, student enrollment, completion entries and reporting.

10% - Special projects and assignments, as required:

• May act as coordinator for team projects, following up on pending details, coordinating project team activities, managing project documentation (such as status reports, plan updates, etc.) and ensuring deadlines are met.
• May need to perform data input tasks to assist in special projects or ongoing investigations of other analysts.
• Supports the Manager of Talent & Organizational Development as needed.

Requirements:

High school education or equivalent and at least 5 years of directly related experience within a Human Resources environment (or an equivalent combination of education and experience).

 

Requires U.S. Citizenship. As a Government Contractor, this position requires the employee to have access to premises which are, OR requires the employee to perform duties that are, subject to national security requirements of the United States under government contracts that impose US Citizenship requirements for such positions.

 

Additional Requirements:

• Requires the ability to exercise considerable discretion and tact in processing information of a confidential and/or sensitive nature.
• Ability to manage disgruntled employees by listening to their complaints, empathizing, apologizing and taking personal responsibility for the sake of resolving customer problems/issues.
• Maintains an attitude of constant improvement.
• Must be flexible enough to fill in where required on demand.
• Proficiency in Windows and Microsoft Office including MS Excel, Word, PowerPoint and Outlook.
• Experience in a variety of functional HR systems preferred, particularly SumTotal Talent and Maestro LMS Administration.
• Requires attention to detail, ability to interpret and follow verbal and written instructions, to perform complex tasks, to prioritize and handle multiple actions simultaneously with frequent interruptions and critical time constraints and effectively schedule and prioritize workflow.

 

Work Environment/Physical Requirements:

Employees in these positions must possess mobility to work in a standard office setting and to use standard office equipment, including a computer; stamina to sit and to maintain attention to detail despite interruptions; may occasionally lift/carry/push/pull up to 15 pounds; may require minimal walking, climbing, stooping, crouching, and/or bending; and vision to read printed materials and a computer screen, and hearing and speech to communicate in person and over the telephone. May require the ability to travel by air or auto. May require the use of personal protective equipment such as safety glasses, safety shoes, and shop coat. These positions may be expected to work varying shifts and hours to ensure successful operation of activities in the organization.

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We consider the consistent demonstration of positive, cooperative, self-motivated, courteous and professional behavior to be an essential function of every position. While different positions have different primary areas of responsibility and technical expertise, everyone needs to work as a team, and we expect all employees to contribute as necessary to get the job done.

Unless otherwise stated in the requirements section of an individual job listing, our positions require U.S. Citizenship, U.S. Permanent Residency, or other status as a U.S. Person as defined by 8 USC 1324b(a)(3).

Equal Opportunity Employer/Minorities/Females/Veterans/Disability.
Individuals with a disability requiring accommodation during the application and/or the interview process should e-mail the Human Resources Department at Accommodation Request.

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