Senior People Support Analyst

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

Grade: Professional 307Pay Range: $68,300.00 - $102,500.00

Job Description

The Senior P&T People Support Analyst is a dynamic and challenging role within the People & Talent People Center team, driving strategic effectiveness and enhancing the overall employee experience. This advanced role involves providing high-level guidance and oversight for initiatives that span the full spectrum of P&T services, programs, and policies. As a trusted subject matter expert (SME) within the People Center, this role serves as a primary resource for complex employee queries, offering expert advice and solutions while fostering continuous process improvement. Additionally, the role includes reviewing and analyzing data to inform decision-making and improve operational efficiency. The Senior P&T People Support Analyst actively participates in cross-functional projects, collaborating with various departments. This position directly influences critical areas such as recruitment, payroll, compensation, benefits, employee relations, diversity, and talent development. It also provides day-to-day stewardship of processes, analysis, data collection, auditing, reporting, communications, and project work. This role operates in a high-pace, high-growth environment and demands positive passion and enthusiasm.  This role will leverage problem-solving expertise to address complex employee and operational challenges, ensuring effective and timely resolution. Additionally, this position will utilize key metrics to help identify solutions that enhance both employee satisfaction and organizational efficiency. The ability to analyze and interpret data will support informed decision-making and continuous process improvement recommendations, while also encouraging self-service where appropriate. In addition, this position involves utilizing administrative, operational, and customer support tasks that require independent initiative and critical thinking. This role is an ideal opportunity for professionals with a strong HR background who are passionate about using problem-solving skills and data-driven insights to influence the employee experience and contribute to the continuous improvement of P&T strategies.  The Senior P&T People Support Analyst serves as a "go-to" resource for colleagues, providing guidance and support to help resolve complex queries and challenges. Expertise will also extend to mentoring and training other team members, contributing to the development of their knowledge and skills to ensure the overall success of the team. Collaboration with subject matter experts (SMEs) across the P&T division will be critical in identifying solutions to address emerging challenges, streamline operations, and ensure the successful delivery of P&T programs and policies.

Primary Responsibilities

• Utilizes data to identify solutions that enhance employee satisfaction and improve organizational efficiency.

• Tracks and reports on key functionality, providing regular updates to leadership on trends, issues, and opportunities for improvement.

• Serves as a resource for colleagues, providing guidance and support in resolving complex queries and challenges.

• Leverages problem-solving expertise to address complex employee and operational challenges, ensuring timely and effective resolutions.

• Leads and participates in special projects within the People Center.

• Provides impeccable service and support through accurate and timely responses to employees’ P&T-related questions.

• Performs actions related to employees’ work and life events in accordance with established training and procedures.

• Escalates complex cases to appropriate SMEs.

• 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.

• Trains team around effectively responding to employee inquiries, core subjects across P&T, and the use of case management tools and people systems.

• Coaches and develops other team members

• De-escalates complex customer situations.

• Performs all tasks and duties in accordance with established service levels (SLAs).

• Suggests opportunities for process improvement and implementation of best-practice solutions.

• Consistently applies strong analytical orientations, attention to detail, and business acumen.

• Effectively models WGU leadership principles and cultural beliefs across all aspects of the role.

• Maintains confidentiality, neutrality, and calm in addressing sensitive situations.

• Promotes continuous improvement.

• Partners with Ed Tech on Service Now, updates, testing and enhancements

• Partners with COE’s on updates and processes

• Performs other job-related duties as assigned.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

Qualifications

Knowledge, Skills, and Abilities

• Demonstrated expertise in leveraging Workday, ServiceNow, or similar platforms.

• Demonstrated proficiency in MS Office Products – Excel, Word, and PowerPoint.

• Excellent verbal and written communication skills, with strong delivery and presentation abilities.

• Ability to analyze complex situations and propose innovative solutions.

• Strong project management skills

• Understanding customer needs and translating them into deliverable solutions.

• Ability to take ownership of initiatives and drive them to completion.

• 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 communicate technical maters effectively and persuasively in writing, through emails and reports, or verbally.

• Ability to recognize possible root causes, identify drivers of outcomes, and recommend improvements. Collaborates 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.

• Strong verbal and written communication skills

• Knowledge of help desks, including help desk support software, such as ServiceNow

• General knowledge of Benefits, Compensation, Payroll, and Talent Acquisition processes.

Minimum Qualifications

• Bachelor’s degree or equivalent

• 3 years Human Resources experience

• Experience extracting & analyzing data and metrics.

• Experience in auditing HR processes & data.

• Experience in training & mentoring team members.

• Experience in lieu of education

• 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

• ServiceNow or Workday experience

• PHR or SHRM-CP or demonstrated progress toward certification

Travel:
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.

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Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.