HR Service Desk -Senior Analyst

Location

Brookfield Culture

Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.

Job Description

POSITION SUMMARY:

As a member of the HR Service Desk (HRSD), the Senior Analyst will be responsible for providing support to resolve moderate to advanced and complex employee queries and issues received by the HRSD.

Senior Analyst will be expected to apply independent judgement and drive operational excellence with optimization and efficiency across various regions.

The primary responsibility is to ensure quality customer service to both employees and the broader global HR team.

RESPONSIBILITIES:

Provide first level (Tier 1) Workday customer service and troubleshooting support to employees and the various teams throughout Brookfield.
Provide timely and accurate responses to requests generated via tickets, email, chat and phone ensuring all requests are logged into the case management system. Provide transactional assistance within Workday for new hire, job change, one-time payment, leave and termination business processes. Record and communicate problems, situations, and solutions to coordinate with the global teams. Provide guidance and mentorship to junior team members Support with allocation of resources and balancing workloads among team members when needed Partner with global colleagues to execute transactions within workday, including employee life cycle transactions, one-time payments, any ad hoc processes, as assigned Support HRS annual processes e.g. Annual Talent Cycle, Open Enrollment, Annual RRSP Employer Contribution, etc. Support data entry and auditing activities to ensure data integrity Manage advanced and complex operational transactions and projects, including coordinating with other operational functions (Payroll, Benefits, HRIS) and third-party vendors as required. Proactively identify opportunities for process improvements, recommend solutions and contribute to the implementation of best practices within HRSD. Conduct root cause analysis for complex issues, addressing underlying challenges. Assist in the implementation and communication of HR policies and procedures. Update and maintain process documentation and training materials. Other duties as assigned.

QUALIFICATIONS & EXPERIENCE REQUIRED: Post-secondary education (University or College graduate) 5+ years of related work experience in HR operations or shared service model supporting different countries with direct support to employees and global HR teams. Experience working in a global team (Follow-the-sun (FTS) model as asset) Experience with an HRIS in a high-volume shared services environment (Workday experience is preferred) Experience with a case management system (SolarWinds experience is an asset) Intermediate to advanced computer skills including MS Office applications: Word, Excel, PowerPoint, and Outlook

KEY COMPENTENCIES / BEHAVIOURS REQUIRED:
Excellent written and verbal communication skills, being fluent in both written and spoken English Conscientious with a strong attention to accuracy and details Self motivated, highly organized, and able to juggle multiple projects / priorities Ability to handle sensitive and confidential information with discretion. Ability to generate trust, confidence and credibility Demonstrates excellent analytical and problem-solving skills Ability to demonstrate sound decision-making, considering team and organizational goals

This position would be suitable for those candidates who meet the position requirements and who thrive in a performance-driven environment that emphasizes employee leadership and accountability for delivering results.