People & Talent People Support Analyst

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.

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 - $90,500.00

Job Description

**Current WGU employees must submit their internal application before 02/26/2025 to be considered for the position. ​**

The P&T People Support Analyst is a dynamic and challenging role that meaningfully impacts Western Governors University’s (WGU) employee experience and People & Talent operations.

The P&T People Support Analyst is part of a team that is responsible for providing answers and guidance to employees, encouraging self-service where appropriate, and supporting a wide range of behind-the-scenes functions vital to the delivery of People & Talent services, programs, and policies. This role works alongside and continuously collaborates with subject matter experts (SMEs) throughout P&T. This role directly supports the employee experience, including recruitment, payroll, compensation, benefits, employee relations, diversity, people development and more. The Support Analyst will perform advanced administrative, operational, and customer support duties that require independent initiative and judgment.

Essential Functions and Responsibilities:

• Provides impeccable service and support through accurate and timely responses to employees’ People & Talent related questions.

• Performs actions related to employees’ work and life events in accordance with established training and procedures.

• Escalates complex cases to appropriate SMEs.

• Collaborates with P&T People Center team members and P&T SMEs to continuously improve and streamline the employee experience and certain related operations.

• Writes, reads, and interprets technical HR materials, contracts, plans, policies, and related documents.

• Trains 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-escalates complex customer situations.

• Performs all tasks and duties in accordance with established service level agreements (SLAs).

• Suggests opportunities for process improvement and implementation of best-practice solutions.

• Consistently applies strong analytical orientations, attention to detail, and business acumen.

• Maintains 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.

• Plays an active role in employee communication, including assisting with announcements and webinars.

• Performs other job-related duties as assigned.

Knowledge, Skills, and Abilities:

• Ability to work both independently and as a collaborative team member.

• Ability to manage and prioritize workflows; excellent organizational skills.

• Collaborative self-starter, with the ability to thrive in a fast-paced environment.

• Detail-oriented with effective time management skills.

• 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.

• Keen interest in