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.

Essential Functions and Responsibilities:

• Provide impeccable service and support through accurate and timely responses to employees’ P&T-related questions.
• Perform actions related to employees’ work and life events in accordance with established training and procedures.
• Escalate complex cases to appropriate SMEs.
• Collaborate with P&T People Center team members and P&T SMEs to continuously improve and streamline the employee experience and certain related operations.
• Write, read, and interpret technical HR materials, contracts, plans, policies, and related documents.
• Train 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-escalate complex customer situations.
• Perform all tasks and duties in accordance with established service levels (SLAs).
• Suggest 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.
• Maintain 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

Knowledge, Skill and Abilities:

• Ability to work both independently and as a collaborative team member.
• Ability to manage and prioritize workflow; excellent organizational skills.
• A collaborative self-starter, with the ability to thrive in a fast-paced environment.
• Detail-oriented with effective time management skills.
• Very 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.
• A keen interest in contributing to the success of the team and each of its members, including actively fostering a feeling of belonging within everyone.
• The ability to make professional presentations and to communicate technical matters effectively and persuasively in writing, through emails and reports, or verbally.
• Play an active role in employee communication, including assisting with announcements and webinars.
• Ability to recognize possible root causes, identify drivers of outcomes, and recommend improvements. Collaborate with P&T SMEs as needed.
• Demonstrated strong proficiency with MS Office products.
• Ability to develop a working knowledge of human resources trends, laws, and regulations.

Competencies:

• Works to achieve operational targets within job areas impacting department, function, or office results.
• Work is performed independently on moderately complex projects and assignments with some guidance required for direction and complex tasks. Sets objectives for oneself to meet the goals of projects or assignments.
• Responsible for employing adjustments or recommended enhancements to systems and processes to solve problems or improve the job area’s effectiveness while leveraging a systems-thinking approach.
• Problems faced may require an understanding of a broader set of issues and job areas.
• May provide guidance and assistance to entry-level professionals and or support employees.
• Demonstrates the WGU leadership principles in all aspects of service to students, employees, and partners of WGU.

Job Qualifications:

Minimum Qualifications:

• 5-6 years Human Resources or Customer Service experience.
• Superb verbal and written communications skills.
• Experience in analytics/metrics
• Demonstrated proficiency in MS Office Products – Excel, Word, and PowerPoint.

Knowledge of help desks, including help desk support software, such as Service Now.

Preferred Qualifications:

• Bachelor’s degree
• ServiceNow or Workday experience.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Disclaimer: This Job Description has been designed to indicate the general nature, essential duties, and responsibilities of work performed by employees within this classification. It does not contain a comprehensive inventory of all duties, responsibilities, and qualifications that are required of the employee to do this job. Duties, responsibilities and activities may change at any time with or without notice. This Job Description does not constitute a contract of employment and the University may exercise its employment-at-will rights at any time.

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:

Pay Range: $60,300.00 - $90,500.00WGU will accept applications for this position until 12:00 AM ET, 09/07/2024

How to apply: apply online

Full-time Regular Positions (FT classification, standard working hours = 40)

This is a full-time, regular position 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.

The University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.