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HR Service Center Specialist



People & HR
Grand Rapids, MI, USA
Posted on Tuesday, February 13, 2024

About Acrisure

Acrisure is a Fintech leader empowering businesses and consumers alike with unmatched financial solutions. The Company is headquartered in Grand Rapids, Michigan, and employs over 15,000 colleagues in 21 countries. It is distinguished by its dynamic culture, fast paced environment and determination to drive innovation at all levels of the business. Under the leadership of Co-founder, Chairman and CEO Greg Williams, Acrisure has grown from $38 million to more than $4 billion in revenue in just under ten years.

Acrisure connects clients to financial solutions through the best of humans and an AI platform. Acrisure’s products include Insurance, Reinsurance, Cyber Services, Mortgage Origination and more to over 1.3 million clients around the world.

Additionally, Acrisure is committed to social issues such as children’s health and DEI in financial services. Acrisure formed Evolution Advisors, a joint venture focused on providing access to financial services to minority-owned enterprises.

Job Summary:

This position is responsible for guiding and supporting our dynamic Human Resources Service Center (HRSC) team to ensure efficient, timely and compliant HR service deliverables. The HR Service Center Specialist will lead our ServiceNow instance and supporting Knowledgebase and support Time and Absence best practices, policies and analytics. This position will directly work with the broader HRSC team and HR Operations in providing outstanding customer service to our existing and newly acquired Acrisure Partners and Home Office. The specialist in this role will have a solution-oriented mindset and an ability to drive the creation of new ways of working, while understanding best practices and communication styles.

This position works as a key member of the Human Resources Operations Team. Creating and maintaining strong relationships with stakeholders involving Agency Partners, HR Leadership, Home Office Partners, the Mergers & Acquisition team and members of the Finance and Accounting Departments, are critical to success in this role.

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 with disabilities to perform the essential functions.


  • Develop, maintain, review, and post ServiceNow Knowledgebase articles. These articles are meant to provide self-service support for the HR Service Center end users. The documents provide guidance on tier 0 HR questions and processes.

  • Supervises and coordinates the work of the HR Associate team specifically related to Time Tracking and Absence tracking within Workday to ensure accuracy and compliance. Additional responsibilities could include but are not limited to:

    • Development of tools and resources to support HR related processes and procedures.

    • Reporting, review, approval, and analysis of time and absence data

    • Unemployment claim review and processing

    • Processing and support of changes within our HR information systems related to all areas of employment including core employee records, benefits, and payroll.

    • Processing and support changes within our information systems related to the setup of our Acrisure Partners or business units and their unique data and processing needs.

    • Initiating and supporting electronic onboarding of new hires.

    • Processing, tracking, and support background checks and drug screens.

    • Populating, distributing, and collecting employment agreement documents.

    • Assisting Acrisure Partners and/or employees where needed with navigation and questions related to their HR employee self-service portals.

    • Processing employment verifications in partnership with a third-party vendor

  • Identifies training needs of staff and conducts or coordinates training and development.

  • Audits and ensures accuracy of work executed by leadership involving time and absence processes.

  • Supports Legal and HR Advisors with pulling basic records for responses to EEOC complaints/charges, response to subpoena or regulatory requests.

  • Identifies optimal solutions that meet the needs of the HR functions by recommending process improvements, system enhancements and alternatives based on specific needs, while understanding best practices and risk mitigation

  • Ensures proper maintenance of employment records.

  • Remains informed of federal, state and local requirements and regulations. Possesses the ability to interpret and apply best practice to meet unique business needs.

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.


  • Demonstrated ability to effectively perform in a fast-paced, dynamic work environment; demonstrated ability to deal and operate well in ambiguity.

  • Demonstrated ability to communicate in writing with attention to detail and accuracy

  • Demonstrated exceptional people management skills to include setting expectations, coaching, and developing a high performing team.

  • Demonstrated strong integrity and ethical standards; experience demonstrating judgement and discretion with handling confidential and sensitive information.

  • Demonstrated excellent customer service skills.

  • Demonstrates strong effectiveness in working with others; collaborates effectively with peers and demonstrates ability to work well in a team setting.

  • Demonstrated ability to manage multiple projects and deliverables, along with ability to reprioritize tasks; demonstrated ability to hold self-accountable.

  • Demonstrated strong problem-solving skills and judgment skills.

  • Demonstrated ability to stand alone, e.g., self-motivated and results driven.

  • Demonstrated good written and verbal communication skills; clear and concise.

  • Demonstrated excellent time management and prioritization skills.

  • Demonstrated strong detail-orientations and ability to produce accurate work.


  • Bachelor’s Degree in Human Resources or related field - or recognized equivalent in education and experience, required.

  • Minimum of 2 years of experience managing, processing, and/or consulting on Human Resources, required.

  • Workday experience, preferred will consider experience with other HMS Systems

  • ServiceNow experience preferred.

  • Minimum 1 years of project management experience, preferred.

  • Multi-state Human Resources experience, preferred.

Benefits & Perks:

  • Competitive Compensation

  • Industry Leading Healthcare

  • Savings and Investments

  • Charitable Giving Programs

  • Offering hybrid work option

  • Opportunities for Growth

  • Educational Resources

  • Generous time away

Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant.

To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure’s property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure’s Human Resources Talent Department.