Temporary adjustments to HRSS operations

High volumes of internal service requests and hires through SuccessFactors may affect your transactions

HR Shared Services, which processes employment transactions in the Johns Hopkins enterprise HR/Payroll system, is currently experiencing exceptionally high volumes of internal service requests and hires through SuccessFactors.

To minimize disruptions and to continue to provide timely customer service to the enterprise, a few aspects of HRSS operations have been temporarily adjusted.

Modified hours for phone support. HRSS is providing customer service phone support (443-997-5828) from 10 a.m. to 4 p.m., Monday through Friday, to allow staff additional uninterrupted time to process requests.

Extended window for email support. HRSS will respond to emails within 48 hours. Immediate help can be obtained by calling HRSS between 10 a.m. and 4 p.m., Monday through Friday.

Prioritization of transactions. Internal service requests will be processed by priority, with No. 1 being the highest:

  • Priority 1: Transactions that ensure employees have the ability to perform duties (e.g., hires, reassignments) and all requests that are union related
  • Priority 2: Transactions that ensure overpayments are prevented (e.g., terminations, retirements, leaves of absence)
  • Priority 3: Transactions for position changes (e.g., department transfers)
  • Priority 4: All other requests

HRSS staff reassignments. Some HRSS staff will shift their focus from working on projects to processing transactions. Any significant impacts to projects will be communicated as necessary.

If you have any questions or concerns, reach out to Monica Marseglia, assistant director of HRSS, at The temporary adjustments to HRSS operations will also be posted on the HRSS website.

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