City of Boston

Human Resources Representative

Posted Date 2 weeks ago(11/15/2022 12:44 PM)
Req ID
ASD Human Resources
Regular Full-Time
ASD-Human Resources
Salary Min
Salary Max
Posting End Date
Contact Email




Brief Job Description:


The Human Resources Representative, under general supervision, supports the daily operations of the Office of Human Resources. The HR Representative manages responsibilities in the following functional areas: Human Resource Information Systems (HRIS), position management, and unemployment. The HR Representative supports municipal departments by performing administrative and clerical duties across a variety of Human Resources functions.


To be a successful HR Representative you must have strong communication skills, be customer-focused, a quick learner, detail oriented, and able to identify when to escalate issues to appropriate parties. HR Representatives demonstrate a strong ability to identify and resolve problems according to accepted procedures and establish and maintain effective working relationships with Personnel Officers, vendors, co-workers, and other employees.


  • Serves as a primary contact for Human Resources matters for city departments and provides accurate and timely guidance.
  • Reviews a variety of Human Resources paper and electronic documents for accuracy. Processes employee data, position management and unemployment transactions in a timely manner.
  • Serves as a liaison to departments, third party vendors, and the Division of Unemployment Assistance with regard to data entry complications.
  • Works with departments to ensure that the implementation of changes due to collective bargaining agreements are appropriately communicated and processed according to established guidelines.
  • Maintains and updates confidential records within PeopleSoft, ServiceNow, and other HR systems.
  • Interprets Human Resources policies and procedures with assistance from area supervisor as appropriate.
  • Researches questions or concerns using existing documentation and escalates issues to additional personnel for resolution when appropriate.
  • Prepares reports with information gathered from various systems including but not limited to Unemployment Compensation Billing System, PeopleSoft, ServiceNow, or other internal sources.
  • Assists with the reconciliation of monthly unemployment bills to ensure that City departments are accurately charged.
  • Improves manager and employee performance by identifying and clarifying problems; evaluating potential solutions; implementing selected solution; coaching and counseling managers and employees.
  • Enhances department and organization reputation by accepting ownership for accomplishing new and different requests.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Coordinates with Customer Service Representatives (CSRs) to provide recommendations regarding personnel processes, knowledge management articles, and employee portal content.
  • Coordinates with CSRs to identify additional knowledge articles, such as, but not limited to, frequently asked questions, job aids, standard operating procedures, employee guides, toolkits, etc.
  • Receives inquiries from CSRs and facilitates problem/issue resolution as the second point of contact for existing, previous, or prospective employees, including the triaging or escalation of issues as appropriate and resolution of a minimum number of inquiries as established by Key Performance Indicators (KPIs).
  • Collaborates with all the departments within HR (Centers of Excellence, Talent Acquisition, Benefits, Compensation, Talent Management, etc.) and other partners across the city (Payroll, Legal, Finance, etc.) to answer or triage inquiries escalated by CSRs.
  • Identifies implications of commonly received inquiries or employee issues that impact policy, require flagging for city leaders, or are relevant for multiple employees/departments.
  • Assists supervisors with special projects as assigned and performs other related duties as assigned.

Minimum Entrance Qualifications:

  • Four (4) years of full-time, or equivalent part-time, clerical or administrative work in which the major duties included customer service and/or computer experience in an office environment.
  • Exceptional decision making, problem-solving, and critical thinking skills.
  • Superior listening, verbal, and written English communication skills.
  • Ability to plan, organize, and process a high volume of work in a timely manner.
  • Knowledge and experience of computer software programs, such as Microsoft Word, Excel, Google application necessary to create and edit knowledge articles of the city’s HR policies, practices and procedures.
  • Ability to exercise good judgment and focus on detail as required by the job. Ability to exercise discretion and maintain confidentiality.
  • Knowledge of customer service best practices and principles.
  • Ability to collaborate with teammates and members of external departments to resolve issues.
  • Ability to exercise good judgment and focus on detail as required by the job.


Boston Residency Required.



Union: SEIU

Salary Plan: RL-17

Hours per week: 35


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