Role Description At Amazon, we believe that every day is still Day One. We are striving to be Earth’s Best Employer and to get there, we need exceptionally talented, bright, and driven people. The MyHR Live Support (MHLS) Team is seeking someone who is passionate about making a difference in people’s lives. The MyHR Live Support Team cares for 1.5 million Amazonians around the world by assisting them with their HR needs. Our organization delivers best-in-class HR support for Amazon across certain EMEA (Europe, Middle East and Africa) countries. Our team provides a multi-language capability to the internal customers, and is looking for MHLS Associates with Italian and English to join us. Reporting to a Team Manager, the team acts as first point of contact for employees and managers via phone, live chat, email, and internal case management systems by answering Employee’s life-cycle queries related to: - Benefits - Payroll - Leave of absence - Data management - Onboarding and terminations - Processing absence reporting requests As an HR Professional, you are someone who is skilled at building positive relationships with employees and colleagues. You are approachable and able to handle sensitive situations with tact and diplomacy. You pride yourself on maintaining high ethical standards and confidentiality when dealing with sensitive employee information, conflicts of interest, and compliance issues. You get excited to use your critical thinking and fact-finding skills. You excel at managing multiple tasks, priorities, deadlines, and have strong organizational skills. You are adaptable and open to change, and you quickly adjust to new policies, technologies, and industry trends. Key job responsibilities - Handle and resolve HR queries in Italian and English by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved. - Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession. - Receive and resolve inquiries primarily via phone, chats, tickets and emails from employee contact channels. - Resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved. - Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plan to each employee’s changing needs. - Respond to employees impacting issues that may arise and ensure the right communication and documentation occurs, even when information is limited. - Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on resolution for their requests. - Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies. Qualifications - Bachelor's degree - Very good proficiency in written and verbal in Italian (B2 CEFR) and English. - 0-10+ years’ experience in contact center, customer service, human resources or equivalent experience. - Schedule flexibility (support a 24x7 operations). - Internet connection before joining date with a speed range of 50-100 Mbps. Requirements - Relevant work experience in administration, customer service/ call center or HR environment. - Very good proficiency in additional European languages. - Ability to work in international teams where team members are in different locations and belong to different cultures. - Ability to work with confidential information. - Flexibility to work in a fast-paced environment. - Good interpersonal, communication, time management, and problem-solving skills. Company Description Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

• Serve as the primary subject matter expert on HRIS capabilities, configuration, data structures, and legislative branch requirements • Support the analysis, design, configuration, testing, and deployment of HRIS enhancements, integrations, and workflows • Translate House-specific HR policies, procedures, and operational needs into system requirements, use cases, and functional designs • Provide expert guidance on House of Representatives HR procedures, administrative processes, employee lifecycle requirements, and institutional constraints • Ensure HRIS solutions align with House rules, compliance standards, and internal controls • Advise project teams on how legislative operations impact HR workflows, workforce data, reporting, and system governance • Work closely with House administrative offices, HR teams, technology groups, and project leadership to gather requirements and validate solutions • Facilitate workshops, demonstrations, and knowledge-sharing sessions with stakeholders at all levels • Support change management, training materials, communication plans, and user adoption strategies • Develop and validate HRIS reports, dashboards, and data extracts supporting legislative HR operations and compliance needs • Support data governance, quality assurance, and the establishment of data standards • Analyze workforce data trends and provide insights to leadership • Support project planning, risk assessment, impact analysis, and documentation • Assist in developing Standard Operating Procedures (SOPs) and system documentation • Provide troubleshooting and Tier II/Tier III support for HRIS issues related to configuration, data, or business process logic

• Assist the management in implementing an HRM tool • Handle HR operations tasks in the organization • Assist in HR activities

• Act as a strategic HR partner to agency site HR and leaders, providing guidance across the full employee lifecycle. • Proactively identify employee relations trends and risks; address issues early to prevent escalation. • Coach local site HR Representatives on performance management, corrective action, documentation, attendance, and misconduct. • Support engagement, retention, leadership development, and culture-building initiatives aligned with CAPLICO. • Advise on and ensure compliance with California and federal employment laws (wage & hour, leaves, ADA/FEHA, workers’ compensation, etc.). • Assist with investigations, accommodations/interactive process, organizational changes, and workforce actions. • Provide Workday support including onboarding, offboarding, compensation, talent actions, and reporting. • Partner with Compliance, Payroll, Benefits, Legal, and HR Operations on training, acquisitions, and audits. • Analyze HR metrics (turnover, claims, engagement data) and recommend improvement strategies. • Serve as a culture champion and ambassador of Pennant’s HR resources and values.