HR Shared Services (Senior People Support Analyst)

About this role

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 307

Pay 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,

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