HR Employee Service Centre Senior Specialist

3 weeks ago

Markham, Canada Extendicare Full time

Job Description

As Extendicare continues to build and maximize our usage of HR technology assets, optimal employee experience is paramount. We are seeking a talented individual to drive exceptional employee experiences.

Reporting to the Manager Incident Resolution, the HR Service Centre Sr. Specialist will be accountable for analysis, configuration, validation, issue resolution, and training of our Workday HCM platform. This role provides a unique opportunity to build your business acumen, working with our business managers, while continuing to develop your Workday technical skills. The role demands a knack for analyzing and resolving intricate problems, providing swift and effective end-user support to continue to evolve our employee experience and HR Service Centre model.

This is a hybrid role in the office 1-2 days a week.

Specific duties include:

  • Acts as a subject matter expert on Workday HRIS functional and operations areas (e.g., Payroll, HCM, Absence, etc.)
  • Manages assigned JIRA and ServiceNow tickets for complex and non-routine situations, determining the approach, troubleshooting root cause analysis, configuration and/or working with relevant stakeholders to drive to closure.
  • Prepares and executes test plans, performs system testing for product releases and changes.
  • Supports the development of FAQs and training materials in our ServiceNow knowledge base, correlating high volume inquiries to specific job aids.
  • Participates in CAB meetings and receives knowledge transfer for transition to operations (T2O) from HR systems/IT on upcoming changes, taking it back to the HR ESC to upskill.
  • Remains current on changing business processes and Workday product releases, documenting and training the team on the impacts of changes to existing system configurations.
  • Identifies problem areas and non-value-added activities that need to be changed or eliminated, partnering with key stakeholders to provide innovative solutions.
  • Assesses the impact of potential barriers to implementing the alternative processes.
  • Provides coaching to junior staff, empowering them through training and guidance to enhance their understanding and utilization of Workday.
  • Works alongside HR and business stakeholders to identify process requirements and provide effective solutions while delivering top-notch customer service.
  • Proactively suggests ways to optimize the overall Workday system functionality to streamline frontline operations.
  • Conducts data analysis on HR data such as compensation, classification, employment, employee relations, and/or benefits data as directed.
  • Fosters collaboration with team members promoting a harmonious team to maintain efficiency and deliver top-tier services.

Qualifications

  • Bachelors’ degree or four-year diploma in Commerce, Information Systems Computer Science, or a related field of study
  • Minimum three years of experience with Workday – with hands-on experience troubleshooting, analysis, and configuration
  • A background in payroll processing, absence, or talent management.
  • Must have strong analytical and problem-solving skills with a demonstrated ability to extensively analyze business processes and workflows.
  • Ability to handle complex business problems within the context of technical solutions.
  • Ability to manage multiple tasks with minimal direction.
  • Exceptional time management and project management skills
  • Strong relationship management coupled with excellent communication and leadership skills.
  • Ability to simplify documentation and technical information for the larger non-technical audience.
  • Excellent people skills with the ability to communicate easily and effectively in multiple media and to all levels of the within the corporate office and property sites.

Time Type: Full time

When you choose to build your career with Extendicare, you’re joining a team dedicated to making a difference. By focusing our energy on enriching the lives of our residents every day, we transform both the quality of their lives and the quality of our own work experiences.

If you have a passion for caring, turn it into a rewarding career with Extendicare

Extendicare and affiliated organizations including our partner homes in Extendicare Assist, accommodate the needs of job applicants throughout its recruitment and selection processes upon request.

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