P&T People Support Specialist II

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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. The team works alongside and continuously collaborates with subject matter experts (SMEs) throughout P&T.

The P&T People Support Specialist II is a great way to expand or build a career in human resources as it directly supports the employee experience, including recruitment, payroll, compensation, benefits, employee relations, diversity, people development, and more. This position also performs advanced administrative/operational/customer support duties that require independent initiative and judgment.

Job Duties

• 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.
• Performs Workday actions related to employees' work and life events in accordance with established training and procedures.
• 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.
• Consistently applies strong analytical orientations, attention to detail, and business acumen.
• Maintains confidentiality, neutrality, and calm in addressing sensitive situations.
• Promotes continuous improvement.
• Performs other job-related duties as assigned.

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. Collaborate 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.
• Possesses interest in furthering career in Human Resources.
• Strong verbal and written communication skills
• Knowledge of help desks, including help desk support software, such as ServiceNow

Minimum Qualifications

• High School Diploma
• 2 years of Human Resources or Customer Service experience
• Experience entering and maintaining data within computer systems.
• 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

• Bachelor's Degree in a related field
• General knowledge of Benefits, Compensation, Payroll, and Talent Acquisition processes.
• 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. This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.