Global HR Service Delivery Specialist Tier 2

Job Description

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: Instructure is seeking a dedicated and knowledgeable Global Tier 2 HR Service Delivery Specialist to join our dynamic HR team. This role will focus on providing expert support to our Benefits COE and resolution for employee inquiries related to benefits administration and leave of absence management. The ideal candidate will possess a solid understanding of the US and non-U.S. Global benefit plans, leave policies, and related regulations, coupled with excellent customer service and problem-solving skills. As a Tier 2 specialist, you will handle escalated inquiries, contribute to process improvements, and ensure accurate and timely service delivery.

What you will be doing:

• Benefits Administration:
• Serve as a subject matter expert for global employee benefit programs, including medical, dental, vision, life insurance, retirement plans, and other voluntary benefits.
• Respond to escalated employee inquiries regarding benefit enrollment, eligibility, plan details, claims, and vendor interactions.
• Assist with benefit enrollment processes, including open enrollment, new hire enrollment, and qualifying life events.
• Troubleshoot and resolve complex benefit-related issues, collaborating with benefit vendors and our Benefits COE and other internal stakeholders as needed.
• Maintain accurate benefit records and ensure data integrity in HR systems.
• Provide guidance and support to Tier 1 HR representatives on benefit-related inquiries.
• Leave of Absence Administration:
• Manage and administer various global leave of absence programs, including U.S. FMLA, ADA, state-specific leaves, and company-specific leave policies.
• Guide employees through the leave of absence process, providing clear and accurate information on eligibility, required documentation, and return-to-work procedures.
• Evaluate leave requests for compliance with applicable laws and company policies.
• Coordinate leave administration with payroll, benefits COE, and other relevant departments.
• Maintain accurate leave records and ensure timely communication with employees throughout their leave period.
• Respond to escalated leave-related inquiries and resolve complex leave issues.
• Maintain current knowledge of global federal, state, and local leave laws and regulations.
• Service Delivery & Process Improvement:
• Provide exceptional customer service to employees, ensuring timely and accurate resolution of inquiries.
• Document all interactions and resolutions in the HR service delivery case management system.
• Identify and escalate systemic issues and trends to HR Service Delivery leadership.
• Contribute to the development and maintenance of knowledge base articles and training materials.
• Participate in process improvement initiatives to enhance efficiency and effectiveness of HR service delivery.
• Maintain a high level of confidentiality regarding employee information.

What you will need to know/have:

• Bachelor's degree in Human Resources, Business Administration, or a related field preferred.
• Minimum of 1-3 years of experience in HR benefits and leave of absence administration.
• Solid knowledge of Global benefits and leave of absence administration as well as U.S. federal and state employment laws, including FMLA, ADA, and ERISA.
• Understanding of the HR Hire to Retire business processes.
• Case Management experience is preferred.
• Workday experience is a huge bonus and preferred.
• Excellent customer service and communication skills, both written and verbal.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a global team.
• Detail-oriented and highly organized.
• Proficient in Microsoft Office Suite and Google Docs

Get in on all the awesome at Instructure!

• We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
• Competitive compensation and participation in Instructure’s equity program
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work available in some regions for specific jobs.
• Generous paid time off, including global holidays and our annual “Dim the Lights” company-wide shutdown from December 26 to December 31
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work—typically a Mac, with PC options available in some locations
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be — and when we openly welcome those ideas, our environment is better and our business is stronger. At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer. All Instructure employees are required to successfully pass a background check upon being hired. Apply for this job