UService Advisor

Description

The UService is currently seeking a Full-time Regular UService Advisor - People & Culture / Payroll .

Reporting to the UService Team Lead, the UService Advisor - People & Culture/ Payroll provides front-line and moderately complex service support to faculty, staff, students, and other University stakeholders for People & Culture, Payroll, and Onboarding-related inquiries, processes, and systems. The role is primarily assigned to the People & Culture service desk and supports inquiries related to employment information, onboarding, job and position changes, HR and payroll processes, HR systems, forms, policies, procedures, and institutional processes.

This role operates in a unionized environment (AUPE) and supports a high volume of inquiries across multiple service channels, including phone, email, chat, and in-person interactions. The UService Advisor - People & Culture assesses, resolves, documents, or escalates inquiries using established policies, procedures, scripts, decision documents, knowledge articles, and standard operating practices. The Advisor uses enterprise systems including PeopleSoft HCM, ServiceNow, PureCloud, and related tools to support accurate service delivery, documentation, queue visibility, and client follow-up.

The position requires People & Culture service knowledge, sound judgment, discretion, confidentiality, and the ability to apply research and analysis to routine and moderately complex inquiries. The Advisor works with limited guidance while recognizing when matters require escalation to a senior team member, Team Lead, support group, subject matter expert, or business owner.

As UService continues to evolve toward a more integrated service model, the incumbent may be cross-trained to support additional service areas, including Finance, Payroll, IT, Research Services, or other UService-supported functions. Cross-functional support will be introduced within defined service boundaries and with appropriate training, tools, and escalation pathways.

Position located at Main Campus. Hybrid work schedule with in-office attendance on Tuesdays, Wednesdays, and Thursdays, and remote work on Mondays and Fridays (subject to change).

Summary of Key Responsibilities

(job functions include but are not limited to):

Client Support and Case Resolution

• Provide courteous, timely, professional, and competent service to faculty, staff, students, and other stakeholders seeking support for People & Culture, Payroll, and Onboarding-related inquiries.
• Support inquiries related to People & Culture systems, employment information, onboarding, job and position changes, payroll-related HR processes, forms, procedures, and self-service resources.
• Assess, resolve, or escalates client inquiries using established policies, procedures, scripts, decision documents, knowledge articles, and standard operating practices.
• Use available UService tools and resources before escalating inquiries, including knowledge articles, decision documents, internal procedures, scripts, and appropriate transfer or escalation options.
• Support clients in navigating People & Culture-related systems, forms, and self-service tools, including PeopleSoft HCM and related institutional platforms.
• Use ServiceNow and PureCloud to receive, document, manage, resolve, and escalates client inquiries in accordance with service standards and ticket management expectations.
• Translate People & Culture processes, system navigation steps, documentation requirements, approval pathways, and procedural requirements into plain language for clients with diverse experience levels.
• Identify when a People & Culture inquiry requires specialized interpretation, policy review, labour relations input, payroll review, or business owner decision-making and escalating accordingly.

Documentation, Data Integrity, and Confidentiality

• Document clear, complete, and professional case notes for all client interactions, including categorization, status updates, follow-up actions, escalation details, and resolution outcomes.
• Maintain consistent ticket hygiene in ServiceNow, including appropriate assignment, categorization, prioritization, escalation, and closure practices.
• Ensure calls, chats, emails, and in-person interactions are tracked appropriately using approved UService tools and processes
• Support accurate queue visibility, service continuity, reporting, and performance monitoring through disciplined documentation and system use.
• Ensure alignment with service standards, university data protocols, applicable privacy legislation, requirements under the Protection of Privacy Act (POPA), and the appropriate handling of confidential information.
• Maintain strict confidentiality when handling sensitive pe