Analyste senior des flux de travail / Senior Workflow Analyst

Date Posted: 2025-02-17

Country: Canada

Location: LOC13052 1000 Boul Marie Victorin, Longueuil, Quebec, J4G 1A1, Canada

Job Title: Senior Workflow Analyst

About Pratt & Whitney Canada

Pratt & Whitney Canada (P&WC) is a global leader in the aerospace industry, headquartered in Longueuil, Quebec. We manufacture next-generation engines that power the world’s largest fleet of business, general aviation, and regional aircraft and helicopters.

For nearly 100 years, we have pioneered advancements in engine development, supporting cargo and equipment transportation, wildfire suppression, and passenger travel.

An Employer of Choice

Pratt & Whitney Canada was recognized as one of Canada’s Top 10 Employers in 2025 by Forbes and ranked #1 in the aerospace and defense industry in the country. Our headquarters is also listed among the top employers in the Montreal region. These accolades reinforce our reputation as an employer of choice in Montreal, Canada, and worldwide.

Why Join The Team?

The Service Center Workflow Senior Analyst (Queue Lead) is a senior role reporting into the Service Center Senior Supervisory. This role will support all Business Units in Americas and will provide direct and indirect support to employees, managers, and HR professionals through a Shared Services Model.

What will your day-to-day look like?

• Improve consumer experience and satisfaction by driving the timely resolution of cases by applying triage and case routing best practices.
• Use business knowledge and judgement to determine prioritization of cases and escalation routing to expedite case resolutions.
• Analyze existing business workflow and identify opportunities for process improvements.
• Contribute to implement process improvement initiatives, automation, and self-service capabilities to improve customer satisfaction and operational efficiency.
• Conduct trend analysis on large sets of data related to case volumes and categories (e.g. HR, Payroll, Technology, Benefits, etc.) to provide insights to Service Center and functional leaders.
• Identify and recommend enhancements to content for resources and articles to increase utilization and effectiveness of our knowledgebase.
• Prepare and deliver presentations that clearly convey opportunities to enhance the customer experience and simplify our processes.

What do you need to be successful?

• Extensive experience with HR policies and procedures or other relevant HR areas of expertise (such as Compensation, Benefits, Payroll, Talent Management, and Recruiting).
• Over 4 years of relevant experience in customer service, call center, or HR-related roles.
• Advanced knowledge of Case Management systems (Preferred ServiceNow).
• Superior customer service orientation with excellent problem-solving skills.
• Ability to interact and partner with senior management.
• Ability to leverage insights and utilize good judgment skills, specifically for escalations and case resolutions.
• Strong organizational skills and attention to detail, with proficiency in MS Office applications.
• Proven ability to work with highly sensitive and confidential information, demonstrating strong business judgment and ethics.
• Bachelor’s degree or equivalent work experience, preferably in HR.

This position is part of a French-speaking work environment, it requires a very good knowledge of English to read and understand, on a daily basis, documentation and technical terms that may emanate from international organizations, as well as to write and communicate in English with customers, suppliers or international colleagues.

What do we offer?

• Pension and savings plan with employer contributions
• Group insurance program
• Opportunities for advancement (career progression)
• Merit or recognition program
• Health and wellness program, including virtual health care
• Recreational and sports club
• Nearby daycares
• Transportation accessibility or public transit program and free parking

Working at Pratt & Whitney Canada

The masculine pronoun is used without discrimination and solely for the purpose of making the text easier to read. We will consider applications from all qualified candidates.

At Pratt & Whitney Canada, we combine passion, boldness, and precision to design, manufacture, and maintain the most advanced and reliable aircraft engines in the world. Our work and the quality of our products contribute to the success of our customers, who in turn save lives, support commerce, connect communities, and protect freedoms.

At Pratt & Whitney Canada, you have the opportunity to make a difference every day—just look up. Are you ready to go beyond?