Shared Service Advisor

Competition 1562

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

Location - This role is hybrid with a mix of remote and in-person work at Enterprise Square.

Working at the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Working for Shared Services

The Shared Services - Staff Service Centre provides a single point of contact for the university community to contact for information and assistance with a range of matters related to human resources, finance, and information technology.  

We will provide advice, guidance and leadership with structured process, quality, and accuracy and a strong emphasis on delivering exceptional service, high performance, and enhancing the client experience.

Shared Services is a highly skilled, integrated team that provides service excellence in delivering, supporting, and innovating the diverse catalogue of services we are responsible for.  

Position 

The Shared Services Staff Service Centre is seeking a highly motivated, service and results oriented individual to provide one-on-one service and support for prospective and current staff regarding Shared Services processes in HR and Finance. 

Advisors will offer service and navigational support in an efficient and holistic manner, networking with other Shared Services teams, University Services and Finance portfolios or other campus resources. As the first point of contact for employee inquiries, you’ll provide advice, guidance and leadership in process, quality and accuracy, with a focus on:

Duties 

• Providing comprehensive advice regarding information related to HR and Financial processing streams and escalating matters outside of these purviews to the appropriate Shared Services team or Centres of Expertise.
• Actively listening to staff and other stakeholders to understand needs and desired outcomes, while using empathy and intentional communication to navigate difficult and potentially sensitive interactions.
• Using available resources, gather relevant information to process, prioritize, and categorize all interactions with staff.
• Addressing inquiries with knowledge of university systems, programs, policies, procedures, requirements, and options, escalating through the proper channels only when necessary.
• Anticipating needs and proactively responding to requests, providing subject matter expertise, professional advice, and recommendations extending beyond the initial request.
• Collaboratively working with the Staff Service Centre team, team lead, and with other members of Shared Services to share knowledge and using errors as learning opportunities for the benefit of the team.
• Documenting and managing client interactions using a Service Management tool with detailed notes for every interaction, and moving requests to the appropriate team if necessary to ensure appropriate resolution.
• Delivering high-quality service that demonstrates a commitment to service excellence and ensures a superior client experience while consistently meeting performance standards
• Contributing to continuous improvement initiatives/projects that require the knowledge or resources of the Staff Service Centre
• Updating and managing knowledge base, chatbot, and other self-service resources as required

Minimum Qualifications

• Diploma in a related area.
• Minimum of one to three years of Human Resources, Finance, or administrative service delivery experience in a large complex metrics driven service delivery environment.
• Excellent written and verbal communication, with a demonstrated attention to detail.

Preferred Qualifications 

• Experience with Freshservice, Google Workspace, and PeopleSoft is considered an asset.
• An inherent curiosity, coupled with the ability to think critically, and apply the problem-solving capabilities gained through your professional experience.
• Comfort with technology and being in a continual learning environment. Experience using a service management tool would be an asset.  
• Knowledge of University of Alberta programs, policies and procedures, employment agreements and terms & conditions as related to staff needs would be an asset.
• A team-first, agile and adaptable attitude that strives for service excellence.