HR Service Center Analyst

triOS Education Group; Markham; Hybrid; CAD 52,000 - 76,000; Full time

Benefits offered by this job

Employee Family Assistance Program

Robust benefits package

Career growth opportunities

Job summary

Extendicare in Markham, Ontario is seeking an HR Service Centre Analyst to be the first point of contact for employees and managers on a wide range of HR inquiries. You will handle inquiries via ServiceNow, phone, and other channels, investigate complex questions, and ensure timely resolution with a strong focus on employee experience.

You will provide guidance on HR policies, processes and self-service options, log cases in the case management system, and support escalation under defined SLAs.

Qualifications

• 1+ years of experience in HR, employee services, customer service, or a related support environment.
• Strong customer service, communication, and interpersonal skills with the ability to build positive working relationships.
• Demonstrated analytical, critical thinking, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Experience with HRIS systems Workday and case management platforms ServiceNow is an asset.
• Knowledge of HR policies, employment practices, or unionized work environments is an asset.
• Self-motivated, adaptable, and eager to learn, with a commitment to delivering exceptional employee experience.
• Ability to work both independently and collaboratively in a hybrid work environment.

Responsibilities

• Provide first level call and ticket support for HR customers on HR policies and programs.
• Respond, escape, or redirect inquiries related to employee data, absence, payroll, benefits, and HR processes.
• Coach employees and managers on self-service transactions and HR portal navigation.
• Log and track inquiries in the case management tool.
• Ensure closed-loop process to manage, elevate and resolve cases.
• Provide procedures and processes for case escalation.
• Adhere to defined SLAs and performance agreements.
• Interpret policies and procedures and aid with escalation of sensitive issues.
• Other duties as assigned.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

Analytical thinking

Problem solving

Education

Experience in HR

Tools

ServiceNow

Workday

Job description

HR Service Centre Analyst

Reporting to the Senior Manager, Employee Service Centre, the HR Service Centre Analyst serves as the first point of contact for employees and managers seeking support on a broad range of Human Resources inquiries. This role is responsible for investigating and resolving complex workforce questions, providing exceptional customer service, and delivering timely support through ServiceNow cases, phone calls, and other service channels.

This position will be based at our Head Office in Markham, Ontario. Extendicare offers a hybrid working environment.

Key responsibilities

• Provide first level call and ticket support for all HR customers with questions concerning HR policies and programs, leveraging business unit specific knowledge and expertise when handling inquiries
• Respond, escape, or redirect (if needed) inquiries related to employee personal and job data, absence, time and attendance, payroll, benefits, compensation, HR processes, organization structure changes, policies, and procedures, etc.
• Coach employees and managers on self-service transactions and HR portal navigation
• Log and track inquiries in case management tool
• Ensure closed-loop process to manage, elevate and resolve cases
• Provide procedures and processes for case escalation
• Adhere to defined SLAs and performance agreements
• Interpret policies and procedures
• Aid with escalation of sensitive issues within Extendicare
• Other duties as assigned

What we’re looking for

• 1+ years of experience in Human Resources, employee services, customer service, or a related support environment.
• Strong customer service, communication, and interpersonal skills with the ability to build positive working relationships.
• Demonstrated analytical, critical thinking, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment while maintaining a high degree of accuracy and attention to detail.
• Experience working with HRIS systems such as Workday and case management platforms such as ServiceNow is considered an asset.
• Knowledge of HR policies, employment practices, or unionized work environments is considered an asset.
• Self-motivated, adaptable, and eager to learn, with a commitment to delivering exceptional employee experience.
• Ability to work both independently and collaboratively in a hybrid work environment.

What Extendicare has to offer

• Continuous mentorship, support for life-long learning and growth opportunities
• Opportunities for advancement and career growth within the organization
• A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
• Employee Family Assistance Program.
• Robust benefits package

About Extendicare

Extendicare is a leading provider of care and services for seniors across Canada, operating under the Extendicare, ParaMed, Extendicare Assist, and SGP Purchasing Network brands. We are committed to delivering quality care to meet the needs of a growing seniors’ population, inspired by our mission to provide people with the care they need, wherever they call home. We operate a broad network of long-term care homes (both owned and under management contracts), deliver over 24 million hours of home health care services annually, and provide group purchasing services to third parties representing approximately 157,000 beds across Canada. Extendicare proudly employs more than 30,000 qualified, highly trained and dedicated team members who are passionate about providing high-quality care and services to help people live better.

TIME TYPE: Full time

Compensation Details

Compensation will be discussed during the recruiting process.

At Extendicare, we’ve spent more than 50 years dedicated to enhancing the quality of life for residents in our long-term care homes across Canada. When you join Extendicare, you become part of a compassionate, mission-driven team committed to creating a safe, supportive, and enriching environment for every resident we serve.

We provide competitive compensation that reflects the value of this role and the unique qualifications each candidate brings. Final salary offers are based on a variety of factors such as your skills, experience, education, and alignment with the responsibilities of this position.

Base salary is one component of our broader total rewards package. We offer a comprehensive suite of benefits designed to support your health, financial well-being, and long-term career growth. Your recruiter can provide more details about our total rewards offerings during the hiring process.

We may use artificial intelligence (AI) tools to support certain stages of the recruitment process, such as reviewing applications, analyzing resumes, or assessing candidate responses. These tools assist our recruitment team but do not replace human judgement — every application is reviewed by a member of our team to ensure thoughtful and equitable consideration. If you would like more information about how your data is processed, please contact us.

Extendicare is an equal opportunity employer committed to respectful and inclusive hiring practices. We welcome all applicants, including those from equity-deserving groups, including Indigenous peoples, women, people with disabilities, and visible minorities.

Extendicare is committed to fostering an accessible, inclusive, and equitable hiring process. We will gladly accommodate the needs of applicants throughout all stages of the recruitment process upon request and in accordance with applicable legislation. If you require support during any stage of the process, email us at [e-mail].

We acknowledge that the care we provide across Canada occurs on lands that have been cared for by many Indigenous peoples for generations. We recognize First Nations, Inuit, and Métis Peoples and their enduring connection to this land, and the importance of respect and cultural safety in the work we do.