HR Analyst

at  Omega 365

We are currently seeking an HR Analyst for our Client:

ASSIGNMENT DESCRIPTION

Reporting to the Manager, HR Advisory, the HR Analyst is responsible to provide exceptional customer service to employees and leaders within a shared services environment. Specific accountabilities include managing all one-time resolution inquiries received via phone, e-mail and ServiceNow including triaging and/or escalating requests when appropriate. This position will also support ad hoc projects within the HR Advisory team.
Our ideal candidate will be able to deal with sensitive information in a confidential and professional manner. This individual will be highly adaptable, skilled at managing multiple priorities, and will possess strong organizational, customer service, and analytical skills in order to meet deadlines. This opportunity will appeal to those individuals who enjoy working in a fast-paced, collaborative, and dynamic work environment.

Responsibilities:

• Provide excellent customer service support by responding to employee and leader inquiries via phone, e-mail and ServiceNow
• Assign and oversee team cases and ensure SLA’s and KPI targets and maintained
• Contribute to the HR portal and knowledge management strategy through the effective use of Service Now ticket documentation, tracking, and resolution
• Support the development and maintenance of internal and external facing HR knowledge articles within ServiceNow
• Maintain knowledge of organizational and departmental policies and procedures to answer general employee and leader inquiries while adhering to the Client’s values and practices
• Assist with the creation of materials related to HR procedures and policies (e.g. process documentation, letter templates, FAQs, quick-reference cards etc.)
• Build and maintain positive relationships within the team and across HR

QUALIFICATIONS REQUIRED

• Must be legally entitled to work in Canada
• A minimum of 2 years of HR experience
• Post-secondary Degree/Diploma with a focus in HR would be considered an asset
• Proven customer service skills and required, including appropriate telephone and email etiquette
• Experience working in an HR shared services operating model is preferred
• Experience working in ServiceNow is preferred
• Superior organization skills, along with the ability to effectively manage multiple priorities and maintain attention to detail

• Provide excellent customer service support by responding to employee and leader inquiries via phone, e-mail and ServiceNow
• Assign and oversee team cases and ensure SLA’s and KPI targets and maintained
• Contribute to the HR portal and knowledge management strategy through the effective use of Service Now ticket documentation, tracking, and resolution
• Support the development and maintenance of internal and external facing HR knowledge articles within ServiceNow
• Maintain knowledge of organizational and departmental policies and procedures to answer general employee and leader inquiries while adhering to the Client’s values and practices
• Assist with the creation of materials related to HR procedures and policies (e.g. process documentation, letter templates, FAQs, quick-reference cards etc.)
• Build and maintain positive relationships within the team and across H