PandT Support Specialist

2 weeks ago

Salt Lake, Utah, United States Western Governors University Full time
About the Role

We are seeking a highly skilled and dedicated individual to join our team as a PandT Support Analyst. As a key member of our PandT People Center, you will play a vital role in providing exceptional service and support to our employees.

Key Responsibilities
  • Provide timely and accurate responses to employees' PandT-related inquiries.
  • Perform actions related to employees' work and life events in accordance with established training and procedures.
  • Escalate complex cases to appropriate SMEs.
  • Collaborate with PandT People Center team members and PandT SMEs to continuously improve and streamline the employee experience.
  • Write, read, and interpret technical HR materials, contracts, plans, policies, and related documents.
  • Train team members on effectively responding to employee inquiries and using case management tools and people systems.
  • Coach and develop other team members.
  • De-escalate complex customer situations.
  • Perform all tasks and duties in accordance with established service levels (SLAs).
  • Suggest opportunities for process improvement and implementation of best-practice solutions.
  • Consistently apply strong analytical orientations, attention to detail, and business acumen.
  • Effectively model WGU leadership principles and cultural beliefs across all aspects of the role.
  • Maintain confidentiality, neutrality, and calm in addressing sensitive situations.
  • Promote continuous improvement.
  • Partner with Ed Tech on Service Now updates, testing, and enhancements.
  • Partner with COE's on updates and processes.
Requirements
  • Ability to work both independently and as a collaborative team member.
  • Ability to manage and prioritize workflow; excellent organizational skills.
  • A collaborative self-starter, with the ability to thrive in a fast-paced environment.
  • Detail-oriented with effective time management skills.
  • Very 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.
  • A keen interest in contributing to the success of the team and each of its members, including actively fostering a feeling of belonging within everyone.
  • The ability to make professional presentations and to communicate technical matters effectively and persuasively in writing, through emails and reports, or verbally.
  • Play an active role in employee communication, including assisting with announcements and webinars.
  • Ability to recognize possible root causes, identify drivers of outcomes, and recommend improvements.
  • Collaborate with PandT SMEs as needed.
  • Demonstrated strong proficiency with MS Office products.
  • Ability to develop a working knowledge of human resources trends, laws, and regulations.
Competencies

Western Governors University is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by federal, state, or local law.

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