Service Desk Analyst (HR GENERALIST 2)

Under the direction of a Manager, and as a member of the Service Desk Team, the Service Desk Analyst will provide information, instruction, and assistance to SSC (Shared Services Center) customers. Staffs a multi-functional Service Desk, assisting customers with questions. Provide one-on-one customer resolution over the telephone, email or other
channels (Tier 1).Will provide primary support by answering all customer inquiries by researching policies, recommending self-help web sites, and guiding customers through steps used to arrive at solutions. Research reported problems to determine the source and possible resolutions. Maintain SSC website and knowledge base. Serve as business co-application owner for case management system. Develop informational and instructional
materials, additional training offerings and user support services by providing needs assessment and content development.

Apply By Date: July 21, 2025 at 11:59pm

Qualifications

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• Experience in providing customer service/support to a diverse audience, including in-person, phone and/or online (e.g. e-mail) interactions.
• Experience with developing and facilitating training programs. Experience with comprehending and applying written policies, procedures and technical materials and communicating that information, to both technical and non-technical audiences, verbally and/or in writing.
• Experience in at least one of the following areas: HR, Payroll, Purchasing, Travel and Entertainment, or Accounts Payable policies and procedures and transaction processing.
• Experience operating a computer in a PC environment with experience in at least one software package in each of the following categories: word processing, spreadsheet, electronic communication (Outlook preferred) and web browsers. Experience troubleshooting technical system issues.
• Organizational and time management skills to manage, track, and work on multiple and simultaneous complex tasks, following through on each as new ones are added, and meet multiple deadlines. Skills to objectively review and evaluate data/information and make timely decisions.
• Interpersonal, verbal and written communication skills to clearly and effectively interact with a diverse group of individuals to secure and/or provide information to clarify situations, resolve problems. Skills to meet customer/client expectations with an emphasis on quality, quantity and timeliness of work.
• Skills to work in collaboration with others in a cooperative and professional manner.

Preferred Qualifications

• Experience with at least one of the following automated systems: Job Builder, BANNER, PPS, OPTRS, or DaFIS. Experience to produce informational and instructional materials suitable for all levels of knowledge in a given subject.
• Knowledge of UC policies and procedures.

Key Responsibilities

• 80% - Help Desk
• 10% - General Support, Business Process Improvement & Client Service
• 10% - Support Services Development, Web Based and Publication Materials

Department Overview

This position is one of 3 Service Desk positions.

POSITION INFORMATION

• Salary or Pay Range: $29.69 - $52.20/hour (Department budgeted salary range: $29.69 /hr. - $37.36/hr. Commensurate with experience.)
• Salary Frequency: Bi-Weekly
• Salary Grade: 20
• UC Job Title: HR GENERALIST 2
• Number of Positions: 1
• Appointment Type: Career
• Percentage of Time: 100%
• Shift (Work Schedule): M-F, 8-5
• Location: Davis, CA
• Union Representation: No
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Occasional Up to 3 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Work overtime to meet operational needs.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks