Shared Service Advisor

This competition is open to all applicants however; internal applicants will be given priority consideration based on minimum qualifications, or a combination of experience, skills, and abilities before external applicants are considered.

Location - This role is hybrid with a mix of remote and in-person. Work primarily takes place at Enterprise Square, Edmonton.

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 HR and Finance inquiries, you’ll provide advice, guidance and leadership in process, quality and accuracy, with a focus on:

• Providing comprehensive advice and support through various channels regarding inquiries and requests 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 and resolving 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 other members of Shared Services to share knowledge and utilize 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

• 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.

Application Instructions

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This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package.