HR Generalist - Case Management 

Location: Dublin (Hybrid)
Salary: €43,000
Contract: Until 31 January 2027

About the Role

We’re transforming our People Services into a digital-first, knowledge‑driven support model. As an HR Operations Specialist, you’ll manage employee cases, optimise HR content, and drive self‑service through smarter workflows across Workday, Salesforce, and AI‑enabled tools.

This role is ideal for someone with 3–4 years’ experience in HR operations, shared services, or content management who enjoys improving processes, enhancing employee experience, and reducing case volume through effective knowledge and system design. We’re looking for someone with strong case management experience and Workday exposure. 

What You’ll Do

  • Manage and resolve employee and manager cases via Workday, Salesforce, or similar case management platforms.
  • Maintain and improve HR knowledge articles, FAQs, and self-service guides.
  • Drive case deflection through insights, content optimisation, and AI recommendations.
  • Analyse case trends, SLAs, and volumes to identify process improvements.
  • Support workflow automation, service catalogue enhancements, and digital HR optimisation.
  • Act as SME for core HR processes (time off, benefits, employee data changes, Workday tasks).
  • Participate in UAT for Workday, knowledge updates, and case management enhancements.
  • Collaborate with global teams to improve routing, classification, and digital support models.
  • Ensure accuracy, compliance, and data integrity across all HR transactions and content.

What We’re Looking For

  • 3–4 years in HR operations, shared services, case management, or knowledge/content management.
  • Experience with Workday HCM and/or Salesforce Service Cloud (or similar platforms).
  • Strong writing skills and ability to create clear, user‑friendly knowledge content.
  • Understanding of self‑service, case deflection, and service optimisation.
  • Analytical, detail‑oriented, and comfortable in fast-paced global environments.
  • Experience with UAT, process testing, or change initiatives.
  • Bonus: Experience with AI support tools or virtual agents; German/French language skills.

 

Apply through here or send me an email sabina.nugajevaite@reed.com