Service Delivery & Knowledge Analyst

Job description

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. Day - 08 Hour (United States of America) This is a Stanford Health Care job. A Brief Overview The HR Service Delivery & Knowledge Analyst is a key contributor to delivering high-quality, employee-centric HR services by combining strong HR and payroll expertise and case management experience. This role is responsible for resolving complex employee inquiries while ensuring that HR and payroll information such that technology can translate resolutions into clear, accurate, and scalable knowledge content. The Analyst plays a critical role in enabling consistent employee experience, high-quality self-service, and foundational AI readiness. The ideal candidate brings a strong background in HR shared services, payroll operations, and customer support, with the ability to balance service delivery excellence and structured resolution protocols in a fast-paced environment. Locations Stanford Health Care What you will do 1) Employee Support & Case Management Resolve moderately complex to complex HR and payroll inquiries across multiple channels (ServiceNow, phone, chat, portal) Serve as a trusted resource for employees across the full lifecycle, including: Payroll: pay discrepancies, tax withholdings, deductions, bonuses, time reporting, off-cycle payments Benefits: eligibility, enrollment, qualifying life events HR policies: leave of absence, compliance, and workplace programs Employee lifecycle: hire-to-retire processes Investigate and resolve issues using multiple systems (e.g., Workday, payroll systems, timekeeping, benefits platforms) Interpret and clearly explain payroll-related concepts and outcomes to employees Ensure adherence to SLAs, quality standards, audit requirements, and regulatory compliance Accurately document case resolution and maintain data integrity 2) Employee Experience & Service Quality Deliver a high-quality, consistent employee experience, balancing accuracy, empathy, and efficiency Identify trends and recurring inquiries to improve knowledge content and service delivery Support improvements in case quality, response consistency, and employee understanding Education Qualifications High School Diploma or GED equivalent Experience Qualifications 2-4 years of experience in HR shared services, payroll, HR operations, or customer support, or a combination thereof Strong working knowledge of HR and/or payroll processes, with ability to handle moderate complexity Demonstrated ability to interpret and explain payroll concepts (taxes, deductions, earnings, compliance) Experience working across HR systems (e.g., Workday, ADP, SAP, Oracle, timekeeping systems) Experience creating or maintaining employee-facing documentation or knowledge content Strong written communication skills with ability to simplify complex topics Detail-oriented with strong problem-solving and analytical skills Required Knowledge, Skills and Abilities Improves employee experience and trust through accurate, consistent support Strengthens HR knowledge quality and accessibility through case resolution protocols Supports scalable service delivery These principles apply to ALL employees: SHC Commitment to Providing an Exceptional Patient & Family Experience Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery. You will do this by executing against our three experience pillars, from the patient and family’s perspective: Know Me: Anticipate my needs and status to deliver effective care Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health Coordinate for Me: Own the complexity of my care through coordination Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements. Base Pay Scale: Generally starting at $38.95 - $50.62 per hour The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.