HR Shared Services (People Support Specialist)
Purpose
If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals.
About the Role
The P&T People Support Specialist II is a dynamic and challenging role that meaningfully impacts Western Governors University’s (WGU) employee experience and People & Talent operations. This role 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 P&T services, programs, and policies.
Responsibilities
- Onboards new employees, completing all essential tasks post-offer acceptance through day one and beyond.
- Provides impeccable service and support through accurate and timely responses to employees’ People & Talent related questions.
- Processes unemployment claims.
- Conducts verification of employment.
- Performs data reconciliation.
- Partners with People Tech on system updates throughout the year.
- Performs troubleshooting.
- 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.
- Participates in on-going training around effectively responding to employee inquiries, core subjects across P&T, and the use of case management tools and people systems.
- Processes routine system transactions in a manner consistent with established procedures and deadlines.
- Performs all tasks and duties in accordance with established service level agreements (SLAs).
- Suggests opportunities for process improvement and implementation of best-practice solutions.
- Maintains confidentiality, neutrality, and calm in addressing sensitive situations.
- Promotes continuous improvement.
- Performs other job-related duties as assigned.
Requirements
- High School Diploma
- 2 years of Human Resources or Customer Service experience
- Experience entering and maintaining data within computer systems
Preferred Qualifications
- Bachelor's Degree in a related field
- ServiceNow or Workday experience
- PHR or SHRM-CP Certification or demonstrated progress toward certification
Knowledge, Skills, And Abilities
- 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 to communicate technical matters effectively and persuasively in writing, through emails and reports, or verbally
- Ability to recognize possible root causes, identify drivers of outcomes, and recommend improvements
- Demonstrated proficiency with MS Office products
- Knowledge of help desks, including help desk support software, such as ServiceNow
Qualifications
- High School Diploma
- 2 years of Human Resources or Customer Service experience
- Experience entering and maintaining data within computer systems
Additional Information
- 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.