Helen Phan Email & Phone Number

Denver, Colorado, United States

Englewood, Co

• Responsible for end-to-end solution management, including collecting requirements, writing stories for developers, testing for validation, providing signoff(s) for production release, and communicating changes to the end-users within the business.• Demonstrates working knowledge of ServiceNow core architecture and especially modules such as Service Catalog, HR Service Management, Incident/Change/Problem Management, Knowledge Management, Project Portfolio Management, and Self-Service Portal.• Contribute and maintain a showcase of HR solutions created on the ServiceNow HR platform.• Handle product feature and technical questions from customers and channel partners.• Effectively analyze and solve problems.• Work with Product Management and Development team members to enhance HR ServiceNow products with new features that address customer needs.• Collaborate effectively to identify solutions and handle general updates and configuration changes/requests.• Identify system deficiencies and recommend solutions.• Work closely with support teams to ensure appropriate project documentation is available in the Transition book for each new initiative or enhancement release.• Writing, editing, reviewing, publishing, and retiring relevant knowledge articles and content in collaboration with internal stakeholders.

• Responsible for projects from the gathering of requirements, program implementation, analyzing business impacts, risk mitigation, communication and change management, program support, and process documentation across the global HR team.• Manage the Continuous Improvement program and intake process for new projects.• Responsible to identify, improve, and measure the outcomes of HRSS processes to improve efficiency, reduce cost, increase quality, and increase customer satisfaction.• Participate in the development, coordination, and implementation of changes and improvements in HRSS processes, programs, projects, and tools/systems.• Develop training material and conduct training classes for HRSS staff to ensure consistency, efficiency, and effective time utilization.• Participate in defining continuous improvement needs, defining the program parameters, evaluating performance of the improvements, and ensuring processes are in compliance with legislation, standards, and regulations.• Work with Leads to address any product quality or customer complaints.

Greater Denver Area

• Provide support for projects from training to documentation development across the global HRSS.• Assist the Operations and CI Manager with the Continuous Improvement program and intake process for new projects.• Identify, improve, and measure the outcomes of HRSS processes to improve efficiency, reduce cost, increase quality, and increase customer satisfaction.• Develop, coordinate, and implement changes and improvements in HRSS processes, programs, projects, and tools/systems.• Develop training material and conduct training classes for HRSS staff to ensure consistency, efficiency, and effective time utilization.• Define continuous improvement needs and the program parameters, evaluate performance of the improvements, and ensure processes are in compliance with legislation, standards, and regulations.• Collaborate with Leads to address any product quality or customer complaints.

- Responsible for providing global HR support to Senior HR Business Partners, HR Directors, and other global client groups- Directly work with Senior HR Business Partners to conduct research, analysis and report preparation- Support the Talent Acquisition Team by working with recruiters, candidates, and hiring managers to onboard talents for successful workforce planning - Prepare documents and process transactional tasks relating to onboarding, employee lifecycle changes, and offboarding- Answer Benefits questions, process Worker's Compensation claims, and support Open Enrollment activities- Work with insurance vendors in APAC to streamline enrollment, life event changes, and termination procedures for APAC employees - Ensure Quality Assurance of team members' work ensuring all documentation and information is accurate - First level escalation point for team members and mentor junior team members- Create and update process guides ensuring up to date procedures - Train team members on new processes and facilitate refresher training as needed- Lead process improvement and re-engineering initiatives for the global offboarding process to globally standardize , streamline, and automate tasks by working closely with other departments and local HR- Test new systems and system updates to ensure system performance prior to deployment in production - Experienced with Taleo, Oracle, Word, Excel, Outlook, PowerPoint, Visio, SharePoint, Service Now, High Ground

Englewood, Colorado

- Responsible for providing global HR support to Senior HR Business Partners, HR Directors, and other global client groups- Process day to day HR transaction requests and queries in an accurate, timely, and compliant manner- Directly work with Senior HR Business Partners to conduct research, analysis and report preparation- Resolve user issues in Taleo relating to candidate profiles, recruiting and sourcing, and performance management- Create and approve requisitions to ensure successful workforce planning- Support the Talent Acquisition Team by working with candidates and hiring managers to schedule interviews- Process background investigations for the AMER, EMEA, and APAC Regions- Prepare payroll, promotion, transfer and change of status letters- Process and prepare on boarding paperwork to ensure smooth onboarding process- Process and prepare termination paperwork including settlement agreements when applicable - Advise employees on Benefits-related questions, process Worker's Compensation, and provide Quality Assurance checks on team's benefits responses to ensure accurate information is provided to employees- Provide Quality Assurance checks for on the team's APAC adhoc, change, probation, and termination documentation to ensure accurate information is provided to the employees- Lead process improvement and re-engineering initiatives to standardize, streamline, and automate tasks on a regional scale - Skilled in Taleo, Oracle, Word, Excel, Outlook, PowerPoint, and SharePoint

Englewood, Colorado

- Shadow Team Leaders and departments to learn and apply best practices for performance management and coaching of team members in all areas of performance.- Document all coaching sessions in the appropriate databases, communicate company information through team meetings and huddles, and complete daily administrative duties.- Provide assistance and coaching to new hires during their on the job training to resolve the customer's issues efficiently.- Perform stretch assignments and presentations for Team Leaders and Managers that help improve site performance.

Englewood, Colorado

- Responsible for complying with all company call handing policies and standards as well as executing pre-determined testing scripts on inbound calls to determine the effectiveness of new offers, tools, policies and procedures on a variety of call types- Address and handle customer's concerns and provide customers with relevant programming and equipment solutions, address their billing and general concerns, and retain customers at risk of churning- Provide recommendations for improvement to workflows, processes, and procedures that improve the customer experience, the company, and individual performance

Englewood, Colorado

- Troubleshoot technical inquiries regarding DIRECTV receivers, products, and services- Provide effective and timely resolution of customer inquiries and build brand loyalty through customer satisfaction - Improve the DIRECTV experience by providing information on new products, programming packages, and services

Aurora, Colorado

- Deliver accurate pricing through tickets, labels, and signs- Provided exceptional guest experience by quickly and accurately resolving guest concerns and assist in locating specific items- Maintain a clean, great-looking store to facilitate a comfortable and safe place to shop- Breakdown existing displays and build new displays for incoming merchandise