General information

Africa Global Logistics Rwanda Limited, a company duly incorporated under the laws of Rwanda and its offices at Kigali Special Economic Zone, POBox 1338, Kigali, Rwanda is specialized in transport and logistics

Job description

Job Title

HUMAN RESOURCES MANAGEMENT

HRIS Helpdesk Specialist M/F

Contract Type

PERMANENT

Job Location

East Africa, Rwanda, KIGALI

Working Hours

Full time

Mission Description

Main Responsibilities:

• Respond to user requests (internal “service care” tickets, phone calls in case of urgency) from HR 4YOU users (employees, managers, HR/Payroll functions) regarding simple functional queries
• Diagnose and resolve Level 1 incidents (eg, login issues, password resets, portal navigation problems)
• Provide explanations and guidelines on the daily use of HR 4YOU (eg, payslip consultation, leave requests, updating personal information, certificate requests, login procedures, etc.)
• Record and document all requests and incidents in the internal ticketing system (Level 1), as well as for escalation (Level 2)
• Perform initial qualification of requests requiring higher-level intervention
• Contribute to updating the user support knowledge base
• Participate in continuous improvement of the user experience through feedback collection
• Contribute to technological monitoring (IT/HRIS watch)
• Produce Level 1 KPIs
• Identify and report data inconsistencies or anomalies
• …
• The main tasks are identified but not exhaustive, as new activities may be proposed as long as they are directly related to the role

Position Dimensions

This role requires initial experience in payroll and HR administration (HR admin), post-payroll processes, and related tools (HRIS, time and attendance systems, and digitalization tools), as well as initial experience in a support function within an HRIS unit or HRIS service, along with a strong and continuous focus on customer satisfaction.

Profile

Key Requirements

• A minimum of 4 years in Payroll / HR Administration (HR admin), including payroll, post-payroll processes, HR administration, creation or maintenance of organizational charts, and self-service tools
• Initial experience with at least one HR/Payroll/Time & Attendance system (SAP HCM, HR Access, Workday, SuccessFactors, Horoquartz, Kelio, etc.)
• Initial experience participating in an HRIS project
• Previous experience in a similar role would be an advantage
• Excellent verbal communication skills and strong writing abilities
• Good proficiency in office tools (PowerPoint, Word, Excel)

Required Competencies

• Strong autonomy while being able to report and provide updates
• Ability to work in a team and within a network
• Tenacity
• Proactivity
• Ability to propose ideas and improvements
• Empathy
• Strong customer service mindset and attention to detail
• Strong organizational skills and rigor
• Ability to prioritize tasks and organize work while considering operational constraints
• Adaptability
• Versatility

• Respond to user requests (internal “service care” tickets, phone calls in case of urgency) from HR 4YOU users (employees, managers, HR/Payroll functions) regarding simple functional queries
• Diagnose and resolve Level 1 incidents (eg, login issues, password resets, portal navigation problems)
• Provide explanations and guidelines on the daily use of HR 4YOU (eg, payslip consultation, leave requests, updating personal information, certificate requests, login procedures, etc.)
• Record and document all requests and incidents in the internal ticketing system (Level 1), as well as for escalation (Level 2)
• Perform initial qualification of requests requiring higher-level intervention
• Contribute to updating the user support knowledge base
• Participate in continuous improvement of the user experience through feedback collection
• Contribute to technological monitoring (IT/HRIS watch)
• Produce Level 1 KPIs
• Identify and report data inconsistencies or anomalies
• The main tasks are identified but not exhaustive, as new activities may be proposed as long as they are directly related to the role

• Strong autonomy while being able to report and provide updates
• Ability to work in a team and within a network
• Tenacity
• Proactivity
• Ability to propose ideas and improvements
• Empathy
• Strong customer service mindset and attention to detail
• Strong organizational skills and rigor
• Ability to prioritize tasks and organize work while considering operational constraints
• Adaptability
• Versatility
• Excellent verbal communication skills
• Strong writing abilities
• Good proficiency in office tools (PowerPoint, Word, Excel)

• A minimum of 4 years in Payroll / HR Administration (HR admin), including payroll, post-payroll processes, HR administration, creation or maintenance of organizational charts, and self-service tools
• Initial experience with at least one HR/Payroll/Time & Attendance system (SAP HCM, HR Access, Workday, SuccessFactors, Horoquartz, Kelio, etc.)
• Initial experience participating in an HRIS project
• Previous experience in a similar role would be an advantage