People Operations Coordinator

About the role

Employer: (0147) International Business Machines Corporation

* Hands-on Service Delivery & Ticket Queue Management: Manage daily employee inquiries across standard and complex topics using active listening, fast turnaround, and standard operating procedures to ensure high-quality service delivery.
* Pod Operational Support: Execute foundational administrative workflows across assigned operational domains (e.g., onboarding/offboarding logistics, benefit enrollment tracking, contract updates, time/leave processing, or frontline ticket reclassification).
* Smart Troubleshooting & Escalation: Act as a careful gatekeeper by investigating complex cases, gathering full background details, and resolving issues independently before escalating non-routine cases to Tier 2 Specialists or Subject Matter Experts.
* Knowledge Management & Content Updates: Draft, refine, and update internal job aids, routing guides, and associate-facing Knowledge Base Articles (KBAs) the moment new solutions or policy shifts are identified.
* System & Data Integrity: Maintain accurate ticket documentation in ServiceNow/Workday, execute clean cross-functional handoffs between HR, Payroll, and IT teams, and adhere strictly to global data privacy standards.
* Process Optimization & Peer Collaboration: Help identify recurring ticket bottlenecks, system bugs, or policy gaps, and collaborate with team leads and peers to continuously improve team tools, job aids, and self-service routing.