Senior Employee Services Specialist

Essential Duties & Responsibilities

• Serves as a case solver within the Employee Services Workday Help case management model, researching, documenting, and resolving inquiries in alignment with service standards.
• Provides Tier 2 enhanced support for escalated HR inquiries, complex employee matters, and process exceptions, applying sound judgment and policy knowledge to determine resolution paths.
• Administers employee master data and processes employee lifecycle changes in Workday HRIS, including new hires, terminations, promotions, level changes, and transfers.
• Ensures accurate, timely, and compliant HR data processing by validating documentation, approvals, and system updates.
• PARTNERS WITH HR STAKEHOLDERS, BUSINESS LEADERS, AND CROSS-FUNCTIONAL TEAMS TO RESOLVE ISSUES, ASSESS NEEDS, AND SUPPORT A CONSISTENT EMPLOYEE EXPERIENCE.
• CONTRIBUTES TO PROCESS IMPROVEMENT INITIATIVES, STANDARD OPERATING PROCEDURES, AND HR PROJECTS THAT ENHANCE SERVICE DELIVERY AND OPERATIONAL EFFECTIVENESS.
• RESEARCHES HR TRENDS, PREPARES AD HOC REPORTING, AND IDENTIFIES DATA INCONSISTENCIES OR OPPORTUNITIES FOR IMPROVED DATA INTEGRITY.
• SUPPORTS TRAINING, KNOWLEDGE SHARING, AND PEER COACHING TO PROMOTE CONSISTENT PROCESSES AND TEAM CAPABILITY.
• MAY PERFORM ADDITIONAL DUTIES AS ASSIGNED.

Skills, Knowledge & Abilities

• Strong HR operations, case management, and employee service mindset with the ability to resolve issues accurately and efficiently.
• Proficiency with HR systems and business applications, preferably Workday and Dayforce, with the ability to research, process, and troubleshoot transactions.
• Experience leveraging AI-enabled tools or capabilities to improve efficiency, enhance service delivery, and support data-informed HR operations.
• Strong critical thinking and problem-solving skills, including the ability to assess root cause, evaluate risk, and recommend practical solutions.
• Ability to serve as a trusted thought partner to stakeholders by asking effective questions, anticipating needs, and providing sound guidance.
• Working knowledge of HR policies, practices, procedures, and compliance expectations.
• Strong written and verbal communication skills with the ability to engage effectively across all levels.
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Ability to handle confidential and sensitive information with discretion.

Education & Experience

• Bachelor’s degree or equivalent experience.
• Minimum of two years of experience in Human Resources, HR Operations, Employee Services, Shared Services, or a customer service-focused environment.
• Experience with HR case management, Tier 2 support, employee data changes, or lifecycle transaction processing strongly preferred.
• Experience using HR systems, preferably Workday and Dayforce, preferred.
• Experience in supporting Payroll, Benefits & Employee Lifecycle inquiries, preferred.

Benefits

CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com.