P&T People Support Analyst

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The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU it is not typical for an individual to be hired at or near the top of the range for their position and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Professional 306

Pay Range: $60300.00 - $90500.00

Job Description

Summary
The P&T People Support Analyst is part of a team that is responsible for providing answers and guidance to employees encouraging self-service where appropriate and supporting a wide range of behind-the-scenes functions vital to the delivery of People & Talent services programs and policies. This role works alongside and continuously collaborates with subject matter experts (SMEs) throughout P&T. This role directly supports the employee experience including recruitment payroll compensation benefits employee relations diversity people development and more. The Support Analyst will perform advanced administrative operational and customer support duties that require independent initiative and judgment.

Job Duties

• Provides impeccable service and support through accurate and timely responses to employees People & Talent related questions.
• Performs actions related to employees work and life events in accordance with established training and procedures.
• Escalates complex cases to appropriate SMEs.
• Collaborates with P&T People Center team members and P&T SMEs to continuously improve and streamline the employee experience and certain related operations.
• Writes reads and interprets technical HR materials contracts plans policies and related documents.
• Trains team around effectively responding to employee inquiries core subjects across P&T and the use of case management tools and people systems.
• Coaches and develops other team members.
• De-escalates complex customer situations.
• Performs all tasks and duties in accordance with established service level agreements (SLAs).
• Suggests opportunities for process improvement and implementation of best-practice solutions.
• Consistently applies strong analytical orientations attention to detail and business acumen.
• Maintains confidentiality neutrality and calm in addressing sensitive situations.
• Promotes continuous improvement.
• Partners with Ed Tech on Service Now updates testing and enhancements.
• Partners with COEs on updates and processes.
• Plays an active role in employee communication including assisting with announcements and webinars.
• Performs other job-related duties as assigned.

KSAs

• Ability to work both independently and as a collaborative team member.
• Ability to manage and prioritize workflows; excellent organizational skills.
• Collaborative self-starter with the ability to thrive in a fast-paced environment.
• Detail-oriented with effective time management skills.
• Strong work ethic cultural competency collaborative orientation and eagerness to take on new assignments.
• Strong interpersonal skills in dealing proactively with all levels of internal and external individuals.
• Keen interest in contributing to the success of the team and each of its members including actively fostering a feeling of belonging within everyone.
• Ability to make professional presentations and communicate technical maters effectively and persuasively in writing through emails and reports or verbally.
• Ability to recognize possible root causes identify drivers of outcomes and recommend improvements. Collaborates with P&T SMEs as needed.
• Demonstrated proficiency with MS Office products.
• Ability to develop a working knowledge of human resources trends laws and regulations.
• Strong verbal and written communication skills
• Knowledge of help desks including help desk support software such as ServiceNow
• General knowledge of Benefits Compensation Payroll and Talent Acquisition processes.

Minimum Qualifications

• High School Diploma
• 5 years of Human Resources or Customer Service experience
• Experience in analytics or metrics.
• Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Preferred Qualifications

• Bachelors Degree in a related field
• ServiceNow or Workday experience
• PHR or SHRM-CP Certification or demonstrated progress toward certification

Job Description Disclaimer: This position description provides the major duties/responsibilities requirements and working conditions for the position. It is intended to be an accurate reflection of the current position however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical dental vision telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual flexible paid sick time with no need for accrual 11 paid holidays and other paid leaves including up to 12 weeks of parental leave.

How to Apply: If interested an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. Its not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.