Shared Services Specialist

Date: Oct 28, 2026 Location: Hammond, Louisiana, United States Company: Entergy Job Title: Shared Services Specialist PS Job Title: Shared Services Assoc Lead Work Place Flexibility: Hybrid Legal Entity: Entergy Services, LLC Job Summary/Purpose The Shared Services Specialist provides operational leadership, workflow coordination, and subject‑matter expertise for Tier 1 operations within Entergy’s Shared Services Support Center (ESC). The role serves as an indirect lead over Shared Services Associates (Tier 1), ensuring quality service delivery, managing escalations, guiding performance, and supporting Tier 2 transactional tasks as needed and assigned. The Lead partners with HR, Payroll, Accounts Payable, Supply Chain, and cross‑functional teams to enhance service quality, maintain compliance, and support organizational processes. Job Duties/Responsibilities Operational Leadership & Tier 1 Oversight: Coordinate day‑to‑day Tier 1 workflows to ensure timely, accurate service delivery. Provide informal coaching and service quality support to Shared Services Associates. Monitor KPIs and service trends; identify performance gaps and recommend improvements. Serve as the primary escalation point for complex or sensitive inquiries requiring higher‑level review. Escalation Management: Own escalated cases until resolution; collaborate with Tier 2 and Tier 3 SMEs as needed. Ensure escalated cases meet service level agreements and compliance standards. Support Associates in resolving difficult customer interactions or multi‑step service issues. Tier 2 Support & Transactional Processing: Perform Tier 2 transactional activities across ESS Operations and related ESC functions, as assigned by ESC leadership. Maintain accuracy, auditability, and adherence to policy, regulatory requirements, and service level expectations; escalate to Tier 3 SMEs when appropriate. Assist with administration and quality review of complex employee or organizational transactions requiring elevated expertise. Process, Quality & Knowledge Management: Conduct call/case reviews and share insights to drive quality improvements. Contribute to Knowledge Management updates, including documentation enhancements and training materials. Identify workflow inefficiencies and propose solutions to reduce errors, escalations, or rework. Cross‑Functional & Project Support: Participate in special projects, change initiatives, and system enhancements; represent Tier 1 operational perspective in cross‑functional meetings. Assist with reporting and KPI validation for leadership review. Role Boundaries & Governance: The role provides indirect leadership (coaching, escalation ownership, workflow guidance) and does not imply formal people management. Tier 2 transactional work is performed as needed. Tier 1 Support: Provides backup support to Tier 1 during periods of high volume or operational need, assisting with employee inquiries, calls, and case handling to ensure continuity of service and alignment with Shared Services standards. Automation Support & Agent Review: Assists with building and testing AI agents and automated processes. Reviews agent outputs, resolves basic exceptions, and reports discrepancies. Works with IT and partner teams to improve agent performance and support continuous improvement initiatives. Minimum Requirements Bachelor’s degree strongly preferred. Minimum experience required of the position 0-2 Years of Experience Shared Services, Contact Center, or customer service background. Demonstrated mastery of Tier 1 HR, Payroll, A/P, and/or Supply Chain functions. Experience supporting Tier 2 transactions preferred. Proficiency in MS Office and shared services applications (e.g., PeopleSoft, ServiceNow). Minimum knowledge, skills, and abilities required of the position Strong customer service orientation; effective written and verbal communication. Ability to analyze issues and resolve or escalate appropriately. Capability to provide informal coaching and…

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