Human Resources Analyst

Canada, CA
March 28 2018
Organization Type
Requisition ID: HUM005271

The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where Merck has codified its 125-year legacy. With a diversified portfolio of prescription medicines, vaccines and animal health products, Merck’s success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.   Merck’s Global Human Health (GHH) Division abides by a "patient first, profits later" ideology. Results-driven and ambitious, this team of individuals represents a functional balance between meeting company objectives and the needs of people around the world. The division is comprised of sales and marketing professionals who are passionate about their role in bringing Merck's prescription medicines, vaccines, and other medical products to our customers worldwide.
The Merck HR Expert Services Analyst will provide support to Canada customers and resolve escalated inquiries by telephone or email with a strong focus on customer care and satisfaction. Customers may include employees, managers, retirees/surviving spouses, HR generalists, and other HR stakeholders.  They may generate escalated inquiries related to HR transactions, benefits, policies, procedures, leaves of absence, new hire issues, performance and compensation management planning tools.  Analysts will work across a broad range of areas such as HR Policy and Benefits, HR Tools, Compensation, Payroll, and Leave Administration.  More specifically, primary activities include, but are not limited to:  
  • Act as a functional area subject matter expert to oversee the end-to-end administration process and customer experience.
  • Respond to complex escalated inquiries via email or phone, which a Call Center Analyst cannot resolve on the initial contact. 
  • Fully utilize HR case management and knowledge management system to obtain resolutions and document/track cases.
  • Research and analyze data and information, navigate multiple systems, resources and tools to investigate and provide accurate answers.
  • Partner effectively with other HR teams including Legal and Centers of Excellence to resolve complex issues. 
  • Apply appropriate knowledge and judgment when non-scripted answers are required.
  • Cross train in more than one specialty function to ensure back-up support for other team members.
  • Participate in testing of new and enhanced HR applications and Tools.
  • Partner proactively with Call Center Analysts to provide guidance and coaching.  Identify when additional training or knowledge is needed to prevent escalations.
  • Recommend changes or updates to call center software solutions and HR Portal content to enable better employee and manager self-service support.
  • Follow standard procedures and practices, Service Level Agreements, Standard Operating Procedures, and meet or exceed operational goals.
  • Participate on special assignments or teams as assigned.

  • Bachelor’s Degree or higher
  • Bilingual in  French and English - ability to speak and communicate in writing in both languages
  • At least two years of related work experience, e.g. Human Resources, call center, or customer care.
  • Advanced specialized knowledge in one or more areas of concentration e.g. Benefits, Leave Administration, HR Tools (SAP (HCM), HtR, Taleo, Success Factors, BMC Case Management, Midas, SharePoint and other proprietary applications) or Payroll.
  • Excellent applied judgment and professionalism.
  • Exceptional oral and verbal communication skills.
  • Ability to work in a fast-paced, dynamic environment with ongoing technology and process changes.
  • Ability to demonstrate flexibility and adjusting to new ways of working.
  • Ability to work independently and coordinate with key partner groups.


Your role at Merck is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At Merck, we’re inventing for life.  Our employees are the key to our company's success. We demonstrate our commitment to our employees by offering a competitive and valuable rewards program. Merck's benefits are designed to support the wide range of goals, needs and lifestyles of our employees, and many of the people that matter the most in their lives. Merck is an equal opportunity employer, proudly embracing diversity in all of its manifestations.  

Search Firm Representatives Please Read Carefully: Merck is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Merck via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Merck. No fee will be paid in the event the candidate is hired by Merck as a result of the referral or through other means.

Job: Human Resources Call Center
Other Locations:
Employee Status: Regular
Travel: No
Number of Openings:
Shift (if applicable):
Hazardous Materials:
Company Trade Name: Merck

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