People Shared Services Analyst (12-month Contract)

About the role

People Group : People Group is a group of passionate and versatile team members who are on a mission to "empower our teams to do the best work of their lives". We do this through focusing on five key strategies; Empower every person and every team; continuously up-skill; achieve impactful goals; ensure we all feel we truly belong and thrive every day. People Central: At the heart of what makes our people experience world-class and seamless are strong problem solvers and collaborators, with a relentless focus on delivering friction-free employee experiences. Across the entire employee lifecycle, from onboarding all the way to offboarding, and everything in between, the team fuels Canva's growth by delivering seamless, scalable, and delightful employee exper

Additional Information

Join the team redefining how the world experiences design. Kamusta, hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte! Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point. Where and how you can work Our flagship campus is in Sydney, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. Whether your role needs you in the office, at home or a bit of both, we've created an environment that truly empowers you to thrive. What you'd be doing in this role The People Central Tier 1 sits within the People Central, and is passionate about delivering first-line support for our People processes such as Onboarding, Offboarding and Helpdesk support. You'll be the first point of contact for all employee queries, working closely with a wide variety of stakeholders such as Technology, Finance, Legal, and leaders to deliver exceptional employee experiences to all our Canvanauts. As a People Operations Analyst on our Tier 1 team, you'll be at the center of delivering world-class employee support. This is a generalist role where you'll handle high-volume, straightforward requests across the employee lifecycle while maintaining our high standards for service delivery. At the moment, this role is focused on: Provide first-line support for Canvanauts, resolving Tier 1 inquiries with quality and speed to meet our service standards (24-hour first response, 4.5+ CSAT, 3-day resolution) Manage high-volume requests through our ticketing system (JIRA Service Management), tracking approximately 700 tickets monthly with strong attention to SLA compliance Support core employee lifecycle processes including Onboarding and Offboarding for approximately 130 Canvanauts per month, ensuring smooth transitions and exceptional experiences Process and approve self-serviceable requests in Workday (address changes, personal information updates, etc.) with accuracy and efficiency Respond to general policy questions with accurate, helpful information that empowers Canvanauts Triage and escalate complex queries to our Tier 2 teams Create and maintain clear, user-friendly documentation and SOPs that enable Canvanauts to self-serve where possible and support team knowledge sharing Contribute to continuous improvement by identifying process friction points, suggesting solutions, and participating in team initiatives to enhance service delivery You're probably a match if You have 1-2 years of experience in HR Shared Services, HR Administration, or HRIS Support, ideally supporting multi-region teams across APAC, Americas, and EMEA. You're comfortable managing high volumes of requests (600+ tickets per month) while maintaining quality and consistently meeting SLAs. You approach problems with a customer-first mindset - you listen, understand needs, and deliver timely, high-quality solutions. You bring outstanding attention to detail and take full ownership of your work, seeing tasks through from start to finish. You're highly proficient in Excel or Google Sheets, including functions, formulas, pivot tables, VLOOKUP, data validation, and conditional formatting. You have excellent written and verbal communication skills, with the ability to adapt your style based on your audience. You have experience using Workday HCM and JIRA Service Management, and are familiar with using Confluence for documentation (a strong plus). You've supported stakeholders across different time zones and regions, and are comfortable working in a global, fast-paced environment. You'll thrive in this role if you: Enjoy variety and learning across different HR processes (Onboarding, Offboarding, Helpdesk) - you appreciate breadth over deep specialisation Bring solutions, not just questions - proactive with a growth mindset and always looking for ways to improve Can prioritise independently and effectively, and stay organised in a fast-paced, high-volume environment Are energised by service excellence - you take pride in hitting targets and delivering great experiences Embrace change - you're excited about evolution to our ways of working and new systems

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