HR Service Desk Analyst - Hybrid, Employee Experience

Extendicare; Markham; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive compensation

Benefits package

Job summary

Extendicare is seeking an HR Service Centre Analyst to serve as the first point of contact for employees and managers, resolving complex inquiries with ServiceNow, phone, and other channels. The role is based at our Head Office in Markham, Ontario, and offers a hybrid working environment.

The successful candidate will provide first-level HR support, coach on self-service transactions, and ensure timely case resolution while upholding SLAs and privacy requirements.

Qualifications

• 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.

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, elevate, or redirect inquiries related to employee personal and job data, absence, time and attendance, payroll, benefits, compensation, HR processes, organization structure changes, policies, and procedures.
• 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.

Skills

Customer service

Communication

Interpersonal skills

Analytical thinking

Multitasking

Tools

Workday

ServiceNow

Job description

Extendicare is seeking an HR Service Centre Analyst to serve as the first point of contact for employees and managers, resolving complex inquiries with ServiceNow, phone, and other channels. The role is based at our Head Office in Markham, Ontario, and offers a hybrid working environment.

The successful candidate will provide first-level HR support, coach on self-service transactions, and ensure timely case resolution while upholding SLAs and privacy requirements.