linkedin
Analyste principal, opérations RH / Senior Analyst, HR Operations
RTX
Longueuil, CAN
Full Time
Senior
Onsite
2 weeks ago
HR GeneralistEmployee RelationsWorkday HCMServiceNowPolicy InterpretationCase Management
Free
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HR GeneralistEmployee RelationsWorkday HCM
About the Role
Pratt & Whitney Canada seeks a Senior HR Operations Analyst to serve as the primary escalation point for complex HR queries. The role requires broad HR generalist expertise, proficiency in Workday HCM and ServiceNow, and the ability to investigate, resolve, and document intricate HR cases.
Key Skills for This Role
HR GeneralistEmployee RelationsWorkday HCMServiceNowPolicy InterpretationCase Management
Responsibilities
- Serve as primary escalation point for Tier 1 Analysts, handling complex HR queries requiring policy interpretation and generalist judgement
- Provide first level advisory support on HR policies, procedures, and employment legislation
- Execute complex HR data changes in Workday and manage full case lifecycle in ServiceNow
- Maintain HR data integrity, conduct audits, and support reporting
- Identify continuous improvement opportunities and contribute to knowledge base development
- Support HR system implementation or transition projects occasionally, including UAT
Requirements
- Bachelor's degree in Human Resources, Business Administration, Industrial Relations, or related field (or equivalent experience)
- 3–5 years of broad HR generalist experience
- Minimum 2 years in an HR Shared Service Centre or high volume HR advisory environment
- Hands on experience with Workday HCM (business process management, data changes, reporting)
- Proficiency in ServiceNow for case management, categorization, and SLA tracking
- Solid working knowledge of employment legislation
- Excellent command of English and French
- HR professional certification (CIPD, CHRP, or equivalent) is a strong asset
Full Job Posting
Why Join The Team?
- The Senior Analyst, HR Operations (Tier 2) is the primary escalation point for complex queries and cases that cannot be fully resolved at Tier 1.
- The role requires broad HR generalist expertise spanning employee relations, policy application, employment lifecycle, and total rewards, combined with strong proficiency in Workday HCM and ServiceNow.
- This is a full time position from Monday to Friday with flexible hours, based in Longueuil, and performed exclusively on site.
Escalation & Complex Case Management
- Serve as the primary escalation point for Tier 1 Analysts, taking ownership of complex, sensitive, or multi faceted HR queries.
- Draw on broad generalist HR knowledge to provide accurate, policy grounded advice on employee relations, contractual changes, benefits, absence management, performance management, and employment lifecycle events.
- Navigate ambiguous or sensitive employee situations with professionalism, applying sound ER principles and escalating to HRBPs or legal where appropriate.
- Maintain high standards of case documentation within SNOW, ensuring all interactions, decisions, and outcomes are clearly recorded.
- Identify patterns in escalated queries and surface these to the Supervisor as continuous improvement opportunities.
HR Generalist Advisory
- Provide first level advisory support on a broad range of HR policies and procedures, including performance management, disciplinary processes, accommodation requests, and workplace conduct matters.
- Interpret and apply employment legislation, company policy, and collective agreements accurately and consistently.
- Support employees and managers in navigating HR programmes and processes including onboarding, offboarding, leaves of absence, and total rewards.
- Collaborate with HR Business Partners and CoEs to ensure complex advisory cases are resolved consistently.
Workday & ServiceNow System Management
- Execute complex HR data changes in Workday with precision, including business process approvals, position management, compensation adjustments, and organisational changes.
- Manage the full case lifecycle in ServiceNow from intake to resolution, ensuring SLA compliance.
- Support Tier 1 colleagues in navigating Workday and SNOW for standard transactions.
- Monitor workflow queues in both systems, prioritising cases in line with agreed service levels and business urgency.
- Conduct regular data audits in Workday and initiate corrections to maintain data integrity.
HR Data Integrity & Reporting
- Maintain accuracy and consistency of HR data across Workday and supplementary records.
- Provide HR data extracts and reporting support to employees, managers, HRBPs, and other areas of HR Operations.
- Support payroll critical data accuracy, escalating discrepancies promptly.
Continuous Improvement & Knowledge Management
- Actively identify opportunities to improve HR policies, processes, and knowledge management tools based on case trends and employee feedback.
- Contribute to the development and maintenance of knowledge base articles, process guides, and FAQs.
- Collate and escalate structured business feedback on HR policies and processes to the Supervisor and relevant CoE teams.
HR System Transition & Implementation (Occasional)
- Provide operational and generalist subject matter input to HR system implementation or transition projects on an as needed basis.
- Participate in user acceptance testing (UAT) for Workday or SNOW changes, documenting results and raising defects.
- Support the development of process documentation and training materials ahead of system go lives or process changes.
- Assist with data validation, migration checks, and post go live hypercare activities.
Essential
- Bachelor's degree in Human Resources, Business Administration, Industrial Relations, or a related field, or equivalent experience.
- HR professional certification (CIPD, CHRP, or equivalent) is a strong asset.
- Minimum 3–5 years of broad HR generalist experience, with demonstrated ability to advise on employee relations, performance management, leaves of absence, employment lifecycle, and HR policy application.
- Minimum 2 years' experience in an HR Shared Service Centre or equivalent high volume HR advisory environment.
- Hands on experience with Workday HCM including business process management, data changes, and reporting.
- Proficiency in ServiceNow (SNOW) for case management, categorisation, and SLA tracking.
- Solid working knowledge of employment legislation and its practical application in an HR advisory context.
- Experience providing HR policy and process advice to both employees and managers across multiple HR domains.
- Strong attention to detail and commitment to HR data integrity.
- Excellent command of English and French.
Assets
- Experience as an HR Business Partner or in a standalone HR generalist role.
- Experience contributing to Workday or SNOW implementation or transition projects, including UAT or data validation.
- CIPD qualification, CHRP, or equivalent HR professional certification.
- Knowledge of continuous improvement methodologies within a Shared Service environment.
- Experience contributing to knowledge base development or process documentation.
What do we offer?
- Pension and savings plan with employer contributions
- Group insurance program
- Opportunities for advancement (career progression)
- Merit or recognition program
- Health and wellness program, including virtual health care
- Recreational and sports club
- Nearby daycares
- Transportation accessibility or public transit program and free parking
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