Administrative Support V - Resolutions Specialist

Alberta Health Services (HR Shared Services) is seeking a highly organized, customer service-driven individual for the role of Resolution Specialist within the Human Resources Contact Centre (HRCC) team. The Administrative Support V - Resolution Specialist provides a full range of HR information by analyzing, investigating, and resolving a broad range of issues raised by employees, operational leaders, and Human Resources Business Partners (HRBPs). The successful candidate will be fluent in organizational policies and procedures, collective agreements, and HR best practices to deliver well-informed solutions. This role requires the ability to build and maintain strong working relationships with internal stakeholders and external third-party providers to ensure timely issue resolution. The Resolution Specialist acts as a subject matter expert with in-depth knowledge of multiple HRSS functional areas and systems, demonstrating the ability to work independently while seeking guidance when appropriate. The incumbent must be able to make sound decisions, provide advice and recommendations on complex issues, and appropriately escalate matters when required. This position requires extensive knowledge of programs, processes, and systems related to payroll, human resources, pensions, benefits, and recruitment, as well as the ability to perform effectively under pressure in a high-volume contact centre environment. Exceptional verbal and written communication skills are essential. This position is available within Alberta.

As an Administrative Support V, you will require advanced administrative or specialized skills and knowledge to support complex procedures, practices and initiatives within a department or program.

Completion of post-secondary education (e.g. certificate in office or business administration).

At least two years of extensive metrics-driven customer service experience, inbound call center experience and problem-solving skills are required. This includes superior customer service skills (both oral and written). Preference is given to at least two years (or more) experience in HR Shared Services, Human Resources, Benefits or HR Administration or scheduling in the past five years. Previous experience in a fast-paced work environment is essential. Extensive customer service experience and problem-solving skills is necessary. The successful candidate must demonstrate superior written and spoken English. Must be an intermediate user (or better) in Microsoft Office package software (particularly Microsoft Word, Excel, Outlook and MS Teams). Must demonstrate experience presenting to internal and external stakeholders, including coaching, training and delivering feedback. Must be quick to learn new computer applications. Knowledge of or previous experience in a unionized environment. A flexible schedule between 7:30 am to 5:00 pm, Monday to Friday is required for this role.

Experience with Payroll, ESP or WFM Scheduling, Time and Labour, or Functional teams such as Benefits, LOA, Pension and HR Administration is an asset. Time coding and/or WCB knowledge is an asset.