JESSICA L. HAWLEY
Lithia,FL
Summary
Human Resources-focused operations professional with 15+ years of experience supporting enterprise systems, resolving complex Tier 2 cases, and safeguarding sensitive organizational data. Recognized for strong relationships, clear communication, and strengthening process reliability across SAP S/4HANA, ServiceNow, and Salesforce. Currently pursuing a Business degree in Human Resources to support a long-term transition into HR Operations.
Overview
23
23
years of professional experience
6
6
years of post-secondary education
Work History
Change Process Owner
The Mosaic Company
Lithia, FL
01.2020 - Current
- Selected as SME to support the rollout of SAP S/4HANA, Mosaic Direct, and Salesforce for Customer Service, ensuring accurate transactions, user training, and consistent process adoption.
- Served as a Tier 2 support specialist in ServiceNow, resolving 1,000+ complex system and workflow tickets through advanced troubleshooting and cross-functional communication.
- Maintained confidential organizational data and executed system updates within SAP S/4HANA, ensuring accuracy, continuity, and compliance across enterprise-wide records.
- Developed Standard Operating Procedures (SOPs) and troubleshooting guides that enhanced knowledge transfer and strengthened self-service resources for employees and leaders.
- Facilitated onboarding and training for ~25 employees, leading 10+ working sessions and providing ongoing support throughout system and process transitions.
- Performed root-cause analysis and Quality Assurance (QA) testing for new enhancements, ensuring seamless performance of mission-critical workflows.
- Partnered across departments to improve technology integration, enhance reporting accuracy, and streamline process handoffs.
- Supported change management, communication, and system readiness activities for global teams during major updates and new tool releases.
Credit and Collections Manager
Robert Half International
San Ramon, CA
01.2007 - 01.2018
- Managed a confidential $30M accounts portfolio, ensuring accuracy, compliance, and timely resolution of complex issues.
- Built and maintained strong relationships with 400+ clients, providing guidance, support, and high-quality service through escalated inquiries.
- Conducted risk assessments and process analyses to reduce errors, strengthen controls, and improve operational efficiency.
- Collaborated with internal stakeholders to ensure adherence to policies, contract terms, and organizational requirements.
- Delivered reporting and insights to leadership to support data-driven decision-making and long-term client retention.
Underwriter III
Option One Mortgage
Pleasanton, CA
01.2003 - 01.2007
- Managed complex underwriting decisions with independent authority, ensuring adherence to regulations, risk controls, and business criteria.
- Developed and implemented process improvements that increased throughput, reduced errors, and improved customer experience.
- Partnered with cross-functional teams to streamline workflows and strengthen process reliability.
Education
Associate of Arts - Business Administration & Management
01.2020 - Current
Concentration: Human Resources Management
Skills
- Tier 2 Support
- ServiceNow Case Management
- SAP S/4HANA
- Salesforce
- Root-Cause Analysis
- Reporting & Data Accuracy
- Process Optimization
- SOP Creation
- Confidentiality & Data Integrity
- Workflow Management
- Vendor & Contract Management
- Problem-Solving
- Decision-Making
Accomplishments
Phi Theta Kappa Honor Society, 2025-01-01, Recognized for academic excellence and leadership potential; active member participating in professional development and service initiatives.
Professional Development
- Toastmasters
- Salesforce Trailheads
- Negotiation, Mediation and Conflict Resolution
- Inspiring Leadership through Emotional Intelligence
- SAP Change Management & User Adoption
Personal Information
Title: EBS HR Operations Representative
Timeline
Hillsborough Community College - Associate of Arts, Business Administration & Management
01.2020 - Current
Change Process Owner - The Mosaic Company
01.2020 - Current
Credit and Collections Manager - Robert Half International
01.2007 - 01.2018
Underwriter III - Option One Mortgage
01.2003 - 01.2007