UService Service Advisor - People & Culture and Payroll

Description

The UService team is currently seeking a Full-time Regular UService Advisor, People & Culture and Payroll.

Reporting to the UService Team Lead, the UService Advisor - People & Culture provides front-line and moderately complex service support to faculty, staff, students, and other University stakeholders for People & Culture, Payroll, and Onboarding-related inquiries, processes, and systems. The role is primarily assigned to the People & Culture service desk and supports inquiries related to employment information, onboarding, job and position changes, HR and payroll processes, HR systems, forms, policies, procedures, and institutional processes.

This role operates in a unionized environment (AUPE) and supports a high volume of inquiries across multiple service channels, including phone, email, chat, and in-person interactions. The UService Advisor - People & Culture assesses, resolves, documents, or escalates inquiries using established policies, procedures, scripts, decision documents, knowledge articles, and standard operating practices. The Advisor uses enterprise systems including PeopleSoft HCM, ServiceNow, PureCloud, and related tools to support accurate service delivery, documentation, queue visibility, and client follow-up.

The position requires People & Culture service knowledge, sound judgment, discretion, confidentiality, and the ability to apply research and analysis to routine and moderately complex inquiries. The Advisor works with limited guidance while recognizing when matters require escalation to a senior team member, Team Lead, support group, subject matter expert, or business owner.

As UService continues to evolve toward a more integrated service model, the incumbent may be cross-trained to support additional service areas, including Finance, Payroll, IT, Research Services, or other UService-supported functions. Cross-functional support will be introduced within defined service boundaries and with appropriate training, tools, and escalation pathways.

Summary of Key Responsibilities (job functions include but are not limited to):

Client Support and Case Resolution

• Provide courteous, timely, professional, and competent service to faculty, staff, students, and other stakeholders seeking support for People & Culture, Payroll, and Onboarding-related inquiries.
• Support inquiries related to People & Culture systems, employment information, onboarding, job and position changes, payroll-related HR processes, forms, procedures, and self-service resources.
• Assess, resolve, or escalate client inquiries using established policies, procedures, scripts, decision documents, knowledge articles, and standard operating practices
• Use available UService tools and resources before escalating inquiries, including knowledge articles, decision documents, internal procedures, scripts, and appropriate transfer or escalation options.
• Support clients in navigating People & Culture-related systems, forms, and self-service tools, including PeopleSoft HCM and related institutional platforms.
• Use ServiceNow and PureCloud to receive, document, manage, resolve, and escalate client inquiries in accordance with service standards and ticket management expectations.
• Translate People & Culture processes, system navigation steps, documentation requirements, approval pathways, and procedural requirements into plain language for clients with diverse experience level.
• Identify when a People & Culture inquiry requires specialized interpretation, policy review, labour relations input, payroll review, or business owner decision-making and escalate accordingly.
  
  

Documentation, Data Integrity, and Confidentiality

• Document clear, complete, and professional case notes for all client interactions, including categorization, status updates, follow-up actions, escalation details, and resolution outcomes.
• Maintain consistent ticket hygiene in ServiceNow, including appropriate assignment, categorization, prioritization, escalation, and closure practices.
• Ensure calls, chats, emails, and in-person interactions are tracked appropriately using approved UService tools and processes.
• Support accurate queue visibility, service continuity, reporting, and performance monitoring through disciplined documentation and system use.
• Ensure alignment with service standards, university data protocols, applicable privacy legislation, requirements under the Protection of Privacy Act (POPA), and the appropriate handling of confidential information.
• Maintain strict confidentiality when handling sensitive personal, employment, payroll, institutional, and technical information in accordance with university policy, applicable privacy legislation, the Protection of Privacy Act (POPA), and signed confidentiality agreements.
  
  

Queue, Service Standards, and Operational Support

• Participate in daily, weekly, or periodic ticket review discussions with the Team Lead or designate to support timely resolution, identify aging tickets, and address items outside service expectations.
• Monitor assigned tickets and follow-up actions to ensure inquiries are progressed, resolved, or escalated appropriately.
• Support first-contact resolution and service level objectives by using available resources effectively and escalating only when required.
• Participate in the collection and organization of operational data to support daily, weekly, or monthly service monitoring.
• Identify qualitative trends, recurring issues, service gaps, or process concerns and share observations with the Team Lead, Knowledge Manager, or appropriate service owner.
• Contribute to consistent service delivery by following established queue practices, communication standards, and escalation pathways.
  
  

Knowledge, Training, and Continuous Improvement

• Participate in the development, review, and updating of UService tools and templates, including knowledge articles, decision trees, scripted responses, process guides, and commonly used client responses.
• Use internal knowledge articles and standard operating procedures to guide support interactions and ensure consistent responses.
• Communicate gaps, outdated materials, unclear processes, or unsatisfactory web-based resources to the appropriate Team Lead, Knowledge Manager, or service owner.
• Remain current with changes to People & Culture, Payroll, and Onboarding policies, procedures, systems, forms, and service expectations through regular team meetings, training sessions, coaching, and service updates.
• Participate in structured training and cross-training activities to build competency in additional People & Culture tasks and, over time, adjacent UService-supported areas as required.
• Identify opportunities to improve client experience, ticket resolution, documentation quality, and service consistency within the People & Culture desk.
• Contribute to a collaborative team environment by sharing knowledge, supporting peers, and participating in feedback loops and process review discussions.
  
  

Other Duties

• Perform other related duties as required, within the scope of the SPA 2 role and the UService operating model.
  
  

Qualifications / Requirements:

• Bachelor's degree in business, human resources, administration, or a related discipline is preferred; an equivalent combination of education, training, and experience will be considered.
• 3-5 years of related experience in a customer service, administrative, human resources, payroll, post-secondary, public sector, or shared services environment.
• Experience in a People & Culture and/or Payroll service role is strongly preferred.
• Experience in a university or complex institutional environment is an asset.
• Knowledge of People & Culture, Payroll, and Onboarding policies, procedures, and processes is preferred.
• Experience using enterprise systems such as PeopleSoft HCM, ServiceNow, PureCloud, and related platforms is preferred.
• Demonstrated ability to assess, resolve, document, and escalate routine to moderately complex service inquiries.
• Strong analytical, research, organizational, problem-solving, written, and verbal communication skills.
• Demonstrated professionalism, discretion, confidentiality, and commitment to equity, diversity, inclusion, Indigenous engagement, and respectful client service.
• Demonstrates the following:
• Innovativeness/Initiative/Problem Solving
• Communication (verbal and written)
• Confidentiality
• Personal Effectiveness/Establishing positive relationships
• Teamwork
• Research and Analytical ability
• Sound judgment and decision-making
• Organization skills
• Computer skills
• Knowledge and Technical Skills:
• Working knowledge of PeopleSoft Human Capital Management (HCM) or comparable HR enterprise systems is preferred.
• Understanding of functional policies and processes in the areas of People & Culture, Payroll, and Onboarding is preferred.
• Knowledge of the Protection of Privacy Act (POPA), privacy expectations, confidentiality requirements, and respectful handling of sensitive employment information is required.
• Knowledge of unions and experience working in a unionized environment would be an asset.
• Awareness of applicable University policies, collective agreements, employment standards, and institutional processes is an asset.
  

Application Deadline: November 14, 2026

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is part of the AUPE bargaining unit, and falls under the Specialist / Advisor Job Family, Phase 2.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website.

About The University Of Calgary

UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy ii' taa'poh'to'p committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

The university's commitment to the Indigenous Strategy is evident through the oversight of 18 Elders serving on the Circle of Advisors and the many unit-based circles working towards implementation of the strategy including the Faculty Advisory Circle and teams such as the Office of Indigenous Engagement, the Writing Symbols Lodge, and the Indigenous Research Support Team. Many Indigenous-based events and processes are impacting curriculum, programming and polices at the University of Calgary.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Institutional Commitments ([email protected]) and requests for accommodations can be sent to People & Culture ([email protected]).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.