Principal HR Services Specialist - Employee Helpdesk

Who are we?Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.  A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success. Job SummaryFocused on delivering elite HR support to employees worldwide, the Principal HR Services Specialist – Employee Helpdesk role contributes significantly to the mission of providing exceptional experiences tailored to Employee needs.ResponsibilitiesLifecycle supportProvide expert care support for standard as well as complex, sensitive scenariosAdvise and coach employees through different channels (tickets, chat, calls) on processes, policy, programs and employee relations in line with our valuesUnderstand end-to-end processes deeply and can easily assist in all steps of a multiple step process. Supports full region and global processesResolve atypical issues and is likely to act as a resource and escalation point to others, utilizing knowledge to find the best solution to the employee's queryPartner with other HR teams and understand tradeoffs and when to escalateReact quickly to HR Systems updates and ensure data accuracy, engagement in system UATProvides standard reporting to HR stakeholders and line manager  Operational ExcellenceUnderstand and independently execute on SLA and KPI's and help distribute casesContribute to Operational Excellence standards, serving as a role model and supporting team understanding and applicationParticipate in investigating trends, providing insights, and contributing to data-driven decision-making for performance improvementAssist with and identifies maintenance of HRS knowledge library including replacement of translated contentUnderstand, follow, and execute compliance requirements for reports and tasks for SOX, Employee Data Governance and other policy requirementsServe as first point of escalation or direction for operational process questions within the teamContinuous Improvement & Project ManagementCollaborate with partners to enhance processes and drive improvements within the team.Nurture a culture of continuous improvement, contributing to the team's growth and developmentEstablish connections across functions to understand service needs and facilitate operational changesParticipate in special projects for varying size, e.g. assisting in designing global solutions and facilitating process improvement initiatives and workshopsExhibit a high level of curiosity, growth mindset, and stay updated on the latest trends & technologiesQualifications5+ years of solid HR Generalist experience (or similar role) is required, with a good understanding of performance management, disciplinary processes, grievances management and employee relationsAdaptable, flexible, pragmatic, and outcome-focused with the motivation to work in a fast-paced and high-reaching business unitAbility and drive to take initiative and ownership of projects and tasksFluency in business English is essential, additional languages are a plus as this role will be supporting global employeesEquinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form. Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.