HR Support Systems Specialist - Case Management



Job Locations: US Your Opportunity:
The Human Resources team is searching for ambitious personnel to join their everyday mission to discover, hire, and retain great talent. These personnel are the conduit for positive employee relations, performance management, and focal point for benefits/compensation. You would be instrumental in achieving Smithfield?s goal to become the #1 consumer packaged goods company in the world!

This role reports directly to the Director of HR Service Delivery. This role will have primary responsibility for design and configuration of the Zendesk case management tool and the Tier 0 knowledgebase tool to support our HR service delivery teams and processes. Ongoing, this role will create and distribute reports to monitor usage, ticket flow, service level and productivity. This role will proactively look for improvements to utilize this and other new or existing tools to provide excellent service. Incumbent should have a drive for efficiency and process improvement. Will provide training on use of the case management system.
Salary Range:
$50,000 - $82,500
Core Responsibilities:
  • Partners with HR leaders to gather requirements, provide insights to system functionality, and makes recommendations to meet business needs in the most efficient way.
  • Design and configuration of the Zendesk case management tool and the Tier 0 knowledgebase tool to support our HR service delivery teams and processes.
  • Creates and distributes reports to monitor usage, ticket flow, service level and productivity.
  • Works to improve employee and agent use of the HR knowledgebases through continuous improvements to configuration.
  • Engages Centers of Excellence (COEs) and others in the effort to continuously improve processes and efficiency through the case management system.
  • Continuously seeks out new opportunities to automate to improve efficiency and service.
  • Supports training of the HRSC team on the case management system.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.
  • Bachelor?s Degree from an accredited four-year college or university in business administration, human resources or related and 2+ years experience; equivalent combination of education or experience required.
  • Experience with configuring case management software and employee knowledgebases.
  • Experience in an HR service center team preferred.
  • Strong communication skills.
  • Presentation or training experience preferred.
  • Ability to work well with others in fast paced, dynamic environment.
  • Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.
Careers and Benefits:
To learn more about Smithfield?s benefits, visit


More than 63,000 employees globally drive our success. We strive to create a fair, ethical and rewarding work environment.


Working at Smithfield isn't just a job ? it's the foundation for a lifelong career with training designed to help you advance professionally.


Our people matter. That's why we offer excellent, comprehensive benefits packages to our full-time employees. Also, education benefits available to full and part-time Smithfield team members on their first day of employment


Sustainability is ingrained in our culture and guides how we operate. We believe in innovating for the future.

About Smithfield Foods:
Headquartered in Smithfield, Va. since 1936, Smithfield Foods, Inc. is an American food company with agricultural roots and a global reach. With more than 60,000 jobs globally, we are dedicated to producing "Good food. Responsibly�" and serve as one of the world's leading vertically integrated protein companies. We have pioneered sustainability standards for more than two decades, including our industry-leading commitments to become carbon negative in our U.S. company-owned operations and reduce GHG emissions 30 percent across our entire U.S. value chain by 2030. We believe in the power of protein to end food insecurity and have donated hundreds of millions of food servings to our communities. Smithfield boasts a portfolio of high-quality iconic brands, such as Smithfield�, Eckrich� and Nathan's Famous�, among many others. For more information, visit, and connect with us on Facebook, Twitter, LinkedIn and Instagram.
EEO/AA Information:
Smithfield is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law.
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