Reporting to the AVP, the Employee Services Specialist will play a key role in resolving a high volume of day-to-day employee inquiries and requests while ensuring accurate documentation and resolution. This role requires strong case management skills, self-direction, team collaboration, the ability to identify and elevate complex or time-sensitive inquiries, and a high focus on delivering a valued-added and impactful employee experience. This role is an in-office role Monday to Thursday, with Friday being virtual. What You’ll Do Support a high volume of day-to-day employee inquiries (via case management, phone and email), while maintaining a strong knowledge of Workday business processes, HR programs, policies and offerings across the enterprise. Ensure accurate documentation of inquiries, categorization and action based on urgency to drive through to case resolution while leveraging effective case management practices, while engaging partner teams as required. Provide feedback for Workday Help training based on trends, opportunities and experiences. Support to set the standard for employee engagement through case management practices. Accountable to contribute to the documentation of internal team practices for consistent employee support. Identify opportunities to continuously improve the overall employee experience from a case management, knowledge management, and business process lens. Maintain knowledge of trends, best practices and new capabilities to drive efficiencies. Provide feedback for tools and guides to support employees and internal stakeholders in navigating Workday processes efficiently and consistently. Support the maintenance of the Knowledge Articles within the established framework, including storage and maintenance of all documents, as required. Support the Knowledge Article updates in Workday requested by COEs in addition to internal resources in support of a positive employee experience. Support the annual review of all case questionnaires to ensure continuous improvement aligned with the employee experience. Provide Workday access to terminated employees when automation is not available following required authentication protocols. Maintain an understanding of Workday business processes and dependencies to support employee inquiries and identify opportunities to enhance and streamline the employee experience. Participate in projects related to the enhancement of the employee experience using an enterprise-wide lens. What You Bring Minimum of 2–4 years of progressive Human Resources experience with at least 2 years of functional Workday experience, and previous case management experience with a focus on employee experience-related functions. Bachelor's degree in human resources or a related field (or equivalent experience). Experience contributing to special projects and process improvement opportunities. Strong knowledge to support HR-related tasks, processes, services, programs, policies and cyclical events at Canadian Tire Corporation. Business acumen and the ability to exercise judgment, including maintaining confidential information with sensitivity and discretion. Excellent communication (written and verbal), relationship building, presentation, and interpersonal skills. Fluency in both English and French is considered an asset. Must be able to manage multiple priorities effectively, demonstrate close attention to detail, be results-oriented, show initiative and creativity, and be action-focused. Advanced knowledge of Microsoft Office Suite, particularly Excel and PowerPoint; Jira, SharePoint. Knowledge of Workday set-up and experience working on Workday Help. Commitment to continued learning through the Workday Community platform. Flexibility to work around different time zones. Minimum 2–4 years of progressive HR experience with at least 2 years of functional Workday experience; Bachelor's degree in Human Resources or related field or equivalent experience; advanced Microsoft Office skills; experience with Jira and SharePoint #J-18808-Ljbffr