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.
- Robust 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

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📌 Employee Services Specialist (Welland)
🏢 Canadian Tire Corporation
📍 Welland